UX Researcher
Core
Lead end-to-end UX research to uncover customer insights and improve digital customer engagement experiences for contact centre agents and their customers. (via careerplan.io/jobs/JR111970-1-ux-researcher-at-genesys)
Role type
Senior UX Researcher (Enterprise SaaS)
Builds
Genesys Cloud AI-powered experience orchestration platform
Domain
Enterprise SaaS, Contact Centre, Digital Customer Engagement
Deliverable
production ML models | product features
Required skills
Qualitative research methods, Usability testing, User recruitment, Workflow mapping, Data synthesis, Systems thinking, Agile collaboration, Research tool proficiency
Preferred skills
SaaS/Contact centre domain expertise, Digital engagement channel knowledge, Omnichannel workflow experience
Technologies
Dovetail, Maze/Rally, Jira, Confluence, FigJam, Figma
Responsibilities
Lead end-to-end research studies including planning, execution, synthesis, and recommendations; Conduct qualitative and evaluative research including interviews, usability studies, and concept testing; Map workflows and identify friction points across complex systems; Translate findings into actionable recommendations tied to business outcomes; Partner with Product, Design, Engineering, and Analytics teams to support agile product decisions.
Seniority
Mid-Senior, hands-on IC
