At the root of Genesys is our passion for our customers and users in the form of Empathy. It's the basis for how we operate in everything we do. As a Product Designer at Genesys, you’ll be helping create a whole new genre within the Customer Experience industry; Experience as a Service.

In this role, you’ll incorporate user-centered design principles to produce high-quality designs and prototypes that inspire, engage, and excite our users. You’ll collaborate with fellow designers, evolving our design language while delivering innovative, best-of-class digital products by creating conceptual sketches, wireframes, user requirements, conceptual models, personas, and flow charts among others.

As the Lead Product Designer, you’ll help build the next-generation, customer experience platform. This role works with an outstanding group of designers, product managers and developers across the globe to design and build intuitive and elegant solutions. This role will be responsible for creating compelling and delightful experiences employing design thinking methodologies and best practices. You will help define product features as well as user interactions and flows, creating wireframes, prototyping, documenting, and user testing the designs.

Responsibilities:

• Lead and engage in UX research and discovery activities to develop deep empathy with our customers and understand their needs and challenges.
• Produce and communicate user personas, user journeys, user flows.
• Design, conduct and communicate research initiatives.
• Assist in defining the problems to be addressed and the outcomes we want to create with our products.
• Ideate design solutions at all levels of fidelity, from rough whiteboard and paper sketches to polished visual designs or prototypes when necessary. 
• Document your designs with well-thought-out use cases, functional specifications for interactions or animations, responsive behaviors, and accessibility standards.
• Manage your projects with standard project processes that encourage and grow communication, collaboration and partnerships using collaboration tools like Jira, Confluence, and Teams. 
• Work closely with product partners to determine design scope, level of effort, timing, and design deliverables. 
• Lead the design testing and validation of your design solutions, iterating and enhancing them in line with the results and feedback obtained.
• Contribute to the strategic design vision and big picture thinking.
• Set the bar for other designers in the organization.
• Advise, support and mentor less experienced members of the team.
• Work horizontally across the product teams to drive alignment and consistency, playing a key role in bringing everything together.

Experience Required:

• 8+ years of experience in Design with UCD or Design Thinking techniques and methodologies in B2C or B2B organizations as in-house designer.
• Portfolio of UX-focused work examples for enterprise software applications that are data intensive. 
• Experience leading complex design projects with other designers and multiple stakeholders.
• Experience giving large presentations and workshop facilitation for work groups.
• Experience with building out enterprise personas and journey maps.
• Experience with building out design systems.
• Experience in accessibility and mobile design standards.

Preferred qualifications:

• Bachelor's degree or master’s degree in User Experience, Interaction Design, Human Factors, Psychology, or a related field.
• Experience with using Jira and Confluence project sites in agile teams.
• Experience using quantitative reporting tools like Google Tag Manager, Google Analytics, Adobe Analytics.
• Experience in Support and/or Call Center business models.
• Experience working in large enterprise organizations.

What we look for in a candidate:

• You are an experienced designer with experience working with SaaS products.
• You are comfortable playing a leading role in the product design process, guiding a cross-functional team through workshops, design sprints and discovery activities.
• You will be able to showcase a strong design portfolio containing projects that demonstrate the end-to-end process from initial research, through ideation, prototyping and testing, all the way to delivery of the final product.
• You will be curious and tenacious in wanting to understand the underlying causes of problems and user behaviors, employing both qualitative and quantitative research techniques to achieve this.
• You communicate clearly, confidently, and persuasively, using sound rationale to reinforce your views and decisions, and influence people at all levels.
• You instinctively build positive relationships, partnering and collaborating effectively across the wider organization, and multiple geographies.
• You demonstrate business acumen and the ability to think strategically.
• You lead by example and inspire those around you to do their best work. 

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