UX Researcher

Genesys Cloud Services, Inc.; Ireland; Hybrid; EUR 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid work model

Private health insurance

Pension plan

Annual bonus program

Wellness resources

Paid volunteering time

Job summary

Genesys Cloud Services, Inc. is seeking a UX Researcher to lead end-to-end research across enterprise challenges, partnering with product, design, engineering and analytics teams.

You will conduct interviews, usability studies, and rapid tests to uncover customer insights and drive evidence-based decisions. Ideal candidates have 2–4 years of UX or product research experience, strong communication skills, and familiarity with tools like Dovetail, Figma, Jira, and Confluence.

Qualifications

• 2–4 years of UX or product research experience.
• Hands-on exposure to qualitative methods and baseline quantitative and behavioural 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.

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 nextsteps.

Skills

UX research experience

Qualitative research

Stakeholder collaboration

Communication

Ethical research

Tools

Dovetail

Maze

Rally

Jira

Confluence

FigJam

Figma

Job description

Be the one building AI-powered experiences where they matter most. At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships. Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.

Summary: At Genesys, we believe great products start with understanding people. As a UX Researcher, you’ll help teams make confident, evidence-based decisions by leading research across scoped product challenges. You’ll partner closely with Product Management, Design, Engineering, and Analytics teams in agile product cycles, balancing rigor with speed to uncover meaningful customer insights. 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.

Team Overview

Our global UX organisation 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 digital customer engagement experiences across channels such as web messaging, social messaging, and other digital touchpoints. Together with cross-functional partners, you’ll help improve experiences for contact centre agents and the customers they support.

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 nextsteps.

Minimum Requirements

• 2–4 years of UX or product research experience.
• Hands-on exposure to qualitative methods and baseline quantitative and behavioural 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 SaaS, contact centre enterprise software, digital engagement, messaging, social, or omnichannel customer experience products.
• Experience conducting research with customer service agents or customers using digital engagement channels such as web messaging, email, social messaging, or asynchronous messaging.
• Familiarity with digital customer engagement workflows, including channel management, routing, conversation management, or customer self-service.

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 dentalplan, and wellnesssupports.
• Financial protection– Enjoy Income Protection and Life Assurance, along withaccess to dedicated financial planning resourcesto 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.
• Working at Genesys AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide.
• 150+ new AI features were released in the last fiscal year.
• A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era – Build future‑ready skills through mentorship, learning programs, leadership development and education support.
• Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well‑being resources and regionally tailored programs for employees and families.
• Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.
• Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

About Genesys

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces.

Reasonable Accommodations

If you require a reasonable accommodation to complete any part of the application process, or you or someone you know may contact us at [e-mail]. 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. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.

Equal Opportunity and Diversity

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.

Our AI-powered platform connects people, systems, data and AI to help businesses work smarter, respond faster and create more meaningful interactions. Stay connected to learn how we're applying AI to real customer experience challenges and hear about future opportunities.