User Experience Researcher

UX Researcher

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

This role is ideal for someone who enjoys researching complex enterprise problems, working with enterprise users, and helping teams improve experiences based on real customer needs.

Our global UX organization includes more than 100 professionals across design, research, education, and operations. We value collaboration, curiosity, and continuous learning.

You'll be embedded within a Genesys Cloud product team focused on enterprise platform experiences such as customer journeys, analytics workflows, integrations, and operational tooling. Together with cross-functional partners, you'll help improve experiences for technical personas including administrators, analysts, and operational teams.

Responsibilities:

• Lead end-to-end research studies including planning, execution, synthesis, and recommendations.
• Partner with Product, Design, Engineering, and Analytics teams to support agile product decisions.
• Choose appropriate research methods based on timelines, constraints, and decision needs.
• Conduct qualitative and evaluative research including interviews, usability studies, concept testing, and rapid feedback sessions.
• Recruit and engage technical participants such as admins, analysts, and data-focused users.
• Translate findings into actionable recommendations tied to customer and business outcomes.
• Map workflows and identify friction points across complex systems, integrations, and user journeys.
• Maintain clear documentation and reusable research artifacts in shared tools and repositories.
• Help teams navigate ambiguity by reframing problems into testable questions and practical next steps.

Minimum Requirements:

• 2–4 years of UX or product research experience.
• Hands-on exposure to qualitative methods and baseline quantitative and behavioral interpretation skills.
• Familiarity with research and collaboration tools such as Dovetail, Maze/Rally, Jira, Confluence, FigJam, and Figma.
• Proven ability to plan studies effectively while prioritizing participant experience and research integrity in line with ethical standards.
• Working knowledge of analytics and instrumentation fundamentals including events, sessions, and data quality concepts.
• Systems-thinking skills with the ability to understand complex workflows and integrations.
• Ability to synthesize findings into clear, evidence-based recommendations.
• Excellent communication, storytelling, and stakeholder collaboration skills.

Desired Requirements:

• Experience in B2B SaaS, enterprise software, contact center, analytics, journey management, workflow, or integration-heavy products.
• Experience researching administrator, analyst, supervisor, operations, or data-oriented workflows.
• Familiarity with privacy, permissions, governance, reliability, or data quality considerations in enterprise environments.

Our Benefits

• Flexible work options – Choose what works for you with hybrid schedules, work-from-home flexibility, and the option to collaborate onsite in our state-of-the-art Galway office.
• Career development & growth – Access continuous learning opportunities, mentoring, and clear paths for advancement.
• Competitive pension scheme – Invest in your future with an excellent employer-supported pension plan.
• Annual bonus program – Be rewarded for your impact and contributions.
• Comprehensive health coverage – Including private health insurance, access to company dental plan, and wellness supports.
• Financial protection – Enjoy Income Protection and Life Assurance, along with access to dedicated financial planning resources to help you make confident, informed decisions about your future.
• Family-friendly policies – Generous paid maternity and paternity leave, along with supportive leave options designed for every stage of life.

If a Genesys employee referred you, please use the link they sent you to apply.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.

You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.

Genesys is an equal opportunity employer committed to fairness 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.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.