📁
Research and Development
📅
2200003S Requisition #

At the root of Genesys is empathy, or our passion for our customers, users, and employees—it's the basis for how we operate. As a UX Research Manager at Genesys, you’ll be helping create a whole new genre within the Customer Experience industry, Experience as a Service.

As the UX Researcher, you’ll help build the next-generation, cloud-based customer experience platform. This role works with an outstanding group of designers, product managers and engineers across the globe to design, build, and deliver intuitive and elegant experiences. This role will be responsible for creating compelling and delightful experiences through mixed methodologies and best practices.

 As a member of the team, you can work collaboratively and autonomously. As a confident communicator, you can work laterally to engage with senior stakeholders across the different disciplines with ease.

 

Location: For this role, we are open to candidates being eventually office based in Galway, remote workers within Ireland long term or a mix of both. 

 

Why Genesys needs you:

We are investing one billion dollars in R&D over the next four years and need the right individuals to turn that investment into innovation. Genesys is bringing that innovation to customers through multi-cloud deployments in AWS, Azure, and Google Cloud.

Connections matter, at certain times with greater urgency. Whenever the moment, our technology facilitates those connections creating an experience as a service. Our team members own their critical services and words like scalability, resiliency, and automation are at the heart of every line of code we write. As we continue to grow, we are now seeking a UX Researcher to help shape the future of the practice and be an advocate for human insight across Genesys.

 

What you’ll do:

  • Facilitate critical research efforts and conduct mixed-methods studies that deepen our understanding of the user experience and drive product strategy.
  • Work in a highly collaborative environment as a strategic partner to product managers, designers, and engineers to define both the long-term strategy and the short-term tactics for our experiences by grounding decisions in user-based insights.
  • Prioritize research needs and approaches across multiple work streams to work on the right project, scale, and scope at the right time and ensure impact by delivering actionable insights.
  • Disseminate research insights to evolve and enhance Genesys’ understanding of user needs.
  • Partner with other researchers to help shape Genesys’ research practice and infrastructure.
  • Represent Genesys within the wider UX community, for instance, by publishing articles on behalf of Genesys and presenting at conferences as a Genesys discipline leader.

 

What you’ll bring to the role:

  • 2+ years of relevant user research experience in a product-focused setting.
  • You have a desire to do hands-on research, from planning and recruiting to analysis and insights delivery.
  • You relentlessly focus on users and solving for their needs and wants.
  • You can conduct complex research at scale and demonstrate the use of a variety of research methods.
  • You have knowledge of a broad range of research methods, and the excitement to share and continue to develop your knowledge.
  • You understand the balance between scrappy and rigorous research while working with urgency and focus and adapting methodological rigour as needed.
  • You have experience shaping products by executing impactful research and socializing and driving impact from insights.
  • You have experience collaborating with multi-disciplinary teams.
  • You have experience storytelling to communicate impactfully with diverse stakeholders.
  • You demonstrate strong strategic, analytical, and creative skills.
  • You can balance working with urgency and focus with methodological rigour and adapt as needed.
  • You have excellent written and verbal communication skills and use them to effectively roll out large scale research programs.
  • You’re comfortable with ambiguity yet have an unstoppable drive to create order out of chaos.

 

Preferred experience:

Experience in Enterprise SaaS.

Experience in Support and/or Contact Center business models.

 

Covid-19:

Safety for our employees and our communities is a key priority for Genesys. We continue to experience rapid growth during the Covid-19 pandemic and are conducting remote hiring and onboarding processes. All hiring and onboarding processes are being conducted remotely at this time.

Genesys encourages everyone who can get vaccinated to get vaccinated; it’s the most empathetic thing we can do for our own health and the health of those around us. At this time, Genesys does not require new hires be fully vaccinated. However, where legally permissible, Genesys will only welcome vaccinated employees back to Genesys Offices as these reopen. Those who are not vaccinated at that time may continue to work remotely if the nature of their job allows it. Customer-facing employees will need to follow customer guidelines.

As our Covid-19 task force and internal teams plan to reopen our global offices, the policies and procedures will continue to be updated.


About Genesys:

Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com


Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

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