UX Researcher

📍 Job Overview

Job Title: UX Researcher

Company: Genesys

Location: Virtual Office (Ireland)

Job Type: Full time

Category: User Experience Research

Date Posted: 2026-08-17

Experience Level: Mid-Level (2-4 years)

Remote Status: Hybrid

🚀 Role Summary

• Lead end-to-end user experience research studies from planning and execution to synthesis and actionable recommendations, ensuring data-driven product development.

• Partner closely with Product Management, Design, Engineering, and Analytics teams within agile product cycles to inform critical product decisions and enhance customer engagement experiences.

• Employ a variety of qualitative and evaluative research methods, including interviews, usability studies, concept testing, and rapid feedback sessions, to uncover deep user insights.

• Translate complex findings into clear, compelling narratives and evidence-based recommendations that directly impact customer and business outcomes, particularly within digital engagement channels.

📝 Enhancement Note: While the role is titled "UX Researcher," the emphasis on "AI-powered experiences," "experience orchestration," and "Genesys Cloud" platform suggests a strong focus on understanding how users interact with sophisticated, AI-driven enterprise software. The "Virtual Office (Ireland)" location implies a hybrid work model, requiring effective remote collaboration and potentially occasional on-site interaction within Ireland. The core responsibilities heavily lean towards supporting product teams in an agile development environment, making adaptability and efficient research methodologies crucial.

📈 Primary Responsibilities

• Spearhead the planning, execution, synthesis, and delivery of end-to-end user research studies, ensuring alignment with product roadmaps and strategic objectives.

• Collaborate proactively with Product Managers, UX Designers, Engineers, and Data Analysts to integrate research insights into agile development sprints and product iteration cycles.

• Select and apply appropriate research methodologies (qualitative and evaluative) based on project timelines, available resources, and critical decision-making needs.

• Conduct in-depth qualitative research, including user interviews, heuristic evaluations, usability testing, and concept validation exercises, to identify pain points and opportunities.

• Recruit and manage participation from diverse technical user profiles, such as system administrators, business analysts, and data specialists, to ensure representative feedback.

• Synthesize research findings into actionable, data-backed recommendations that clearly articulate impact on customer satisfaction, operational efficiency, and business KPIs.

• Map complex user workflows, identify critical friction points across integrated systems, and define opportunities for user journey optimization.

• Maintain comprehensive and organized documentation of research plans, findings, and artifacts within shared repositories and collaboration tools for ongoing team access.

• Facilitate problem-solving by reframing ambiguous challenges into testable hypotheses and practical, actionable research steps for product teams.

📝 Enhancement Note: The responsibilities highlight a need for a researcher who can not only gather data but also translate it into strategic product improvements within a fast-paced, enterprise SaaS environment. The emphasis on "technical participants" and "complex systems" suggests that a deep understanding of enterprise software user needs and workflows is essential.

🎓 Skills & Qualifications

Education: A Bachelor's or Master's degree in Human-Computer Interaction (HCI), Psychology, Sociology, Anthropology, Computer Science, or a related field is typically expected for foundational understanding, though equivalent practical experience may be considered.

Experience: 2–4 years of hands-on experience in UX research, product research, or a closely related field, with a demonstrated ability to lead and execute research projects independently.

Required Skills:

• Proven expertise in planning and executing end-to-end qualitative research studies, including user interviews, ethnographic studies, and usability testing.

• Hands-on experience with evaluative research methods and a foundational understanding of quantitative and behavioral data interpretation.

• Familiarity with collaborative research and design tools such as Dovetail, Maze, Rally, Jira, Confluence, FigJam, and Figma, with a focus on integrating research into product workflows.

• Demonstrated ability to plan research studies effectively, prioritizing participant experience and research integrity in compliance with ethical standards.

• Working knowledge of analytics and instrumentation fundamentals, including concepts like events, sessions, and data quality, to complement qualitative insights.

• Strong systems-thinking capabilities, enabling the ability to comprehend complex workflows, integrations, and technical user journeys.

• Exceptional ability to synthesize research findings into clear, concise, and evidence-based recommendations for diverse stakeholders.

• Excellent communication, presentation, and storytelling skills, with a proven track record of effectively collaborating with cross-functional teams and influencing product decisions. Preferred Skills:

• Prior experience conducting research within the SaaS industry, particularly for contact center enterprise software, digital engagement platforms, or omnichannel customer experience solutions.

• Direct experience researching with customer service agents or end-users of digital engagement channels like web messaging, email, social messaging, or asynchronous communication tools.

• Familiarity with key digital customer engagement workflows, including channel management, conversation routing, real-time support, or customer self-service portals.

📝 Enhancement Note: The "Minimum Requirements" strongly emphasize practical experience and tool proficiency over specific academic credentials. The "Desired Requirements" point towards a niche within the customer experience technology sector, specifically for roles involving contact center operations and digital communication platforms, which are core to Genesys's business.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase a minimum of 2-3 detailed case studies demonstrating end-to-end UX research projects, highlighting your role, methodology, and impact.

• Clearly articulate the research problem, the chosen methods, the participant recruitment strategy, and the synthesis process for each case study.

• Quantify the impact of your research where possible, using metrics such as improved task completion rates, reduced error rates, increased user satisfaction scores, or contributions to key business objectives.

• Include examples of how your research findings translated into actionable product recommendations and influenced design or development decisions.

• Present a diverse range of research methods employed, showcasing adaptability to different project needs and constraints. Process Documentation:

• Provide examples of how you document research plans, participant screeners, interview guides, and usability test scripts.

• Demonstrate experience with tools for research synthesis and knowledge management, such as Dovetail, Miro, or Confluence, to organize and share findings effectively.

• Illustrate how you translate raw research data (e.g., interview transcripts, usability recordings) into structured insights and actionable recommendations.

• Show evidence of creating reusable research artifacts or contributing to a central research repository to promote knowledge sharing and efficiency within teams.

📝 Enhancement Note: For a UX Researcher role, a strong portfolio is paramount. It's not just about listing skills but demonstrating their application. The emphasis on "actionable recommendations" and "quantified impact" is critical for showing how research directly contributes to business value, especially in an enterprise software context.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for UX Researchers with 2-4 years of experience in Ireland, the estimated annual salary range is €45,000 - €65,000. This range accounts for the specific location (Dublin area), experience level, and the hybrid work arrangement.

Benefits:

• Flexible Work Options: Hybrid schedules, work-from-home flexibility, and the option to collaborate onsite at the Galway office.

• Career Development & Growth: Access to continuous learning opportunities, mentoring programs, and clear career advancement paths.

• Competitive Pension Scheme: Employer-supported pension plan for long-term financial security.

• Annual Bonus Program: Performance-based bonuses recognizing individual and company contributions.

• Comprehensive Health Coverage: Includes private health insurance, access to a company dental plan, and wellness support resources.

• Financial Protection: Income Protection and Life Assurance, alongside dedicated financial planning resources.

• Family-Friendly Policies: Generous paid maternity and paternity leave, with supportive leave options for various life stages.

• Paid Volunteer Time: Opportunities to contribute to the community.

• August Free Fridays: Dedicated time off during the summer.

• Well-being Resources: Support for physical and mental health.

Working Hours: While the specific number of days in the office for a hybrid role isn't detailed, standard full-time working hours are expected, likely around 37.5-40 hours per week, with flexibility offered within the hybrid model.

📝 Enhancement Note: The salary range is an estimate based on typical market rates for this role in Ireland. Actual compensation will depend on the candidate's specific qualifications, experience, and the company's internal compensation structure. The listed benefits are comprehensive and highlight Genesys's commitment to employee well-being and professional development, which are strong selling points for experienced professionals.

🎯 Team & Company Context

🏢 Company Culture

Industry: Software, Artificial Intelligence, Customer Experience Technology (CX). Genesys operates in a highly competitive and rapidly evolving market, focusing on AI-powered solutions for customer and employee engagement. This context means a strong emphasis on innovation, data-driven decision-making, and adapting to new technological advancements.

Company Size: Genesys is a large enterprise with nearly 7,000 employees globally. This size suggests a structured environment with established processes, but also opportunities for impact within specialized teams. For operations professionals, this means working within robust systems and potentially collaborating across numerous departments.

Founded: Genesys was founded in 1991. This long history indicates stability and deep market expertise, combined with a continuous drive to innovate and remain at the forefront of technology, particularly with recent significant investments in AI.

Team Structure:

• The global UX organization comprises over 100 professionals, including designers, researchers, educators, and operations specialists, indicating a dedicated and substantial focus on user experience.

• The UX Researcher will be embedded within a specific Genesys Cloud product team, focusing on digital customer engagement experiences. This implies a matrixed reporting structure where the researcher collaborates closely with product, design, and engineering leads within that team, while potentially having a functional reporting line within the broader UX organization.

• Cross-functional collaboration is a core tenet, with regular interaction expected with Product Management, Design, Engineering, and Analytics to ensure research findings are integrated seamlessly into the product development lifecycle. Methodology:

• Data Analysis & Insights: A strong emphasis on leveraging both qualitative research findings and quantitative data (analytics, behavioral metrics) to build a holistic understanding of user needs and product performance.

• Workflow Planning & Optimization: Focus on mapping complex user journeys and identifying friction points within enterprise software to drive process improvements and enhance user efficiency.

• Automation & Efficiency: As an AI-focused company, there's an implicit drive towards leveraging technology to automate processes and improve efficiency, both for end-users and internal teams. Research will likely support the development and refinement of these automated solutions.

Company Website: www.genesys.com

📝 Enhancement Note: Genesys's positioning as a leader in AI-powered experience orchestration is critical. This means the UX Researcher will be working on cutting-edge technology where understanding complex user needs in enterprise environments is paramount. The company's scale and history suggest a mature organization with robust processes, ideal for operations professionals seeking to refine and optimize within established frameworks.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a Mid-Level UX Researcher, requiring 2-4 years of dedicated experience. It signifies a transition from foundational research tasks to leading independent studies, owning research initiatives, and significantly influencing product strategy. The role demands a balance of research rigor and agile execution, preparing individuals for more senior research or specialized UX roles.

Reporting Structure: The UX Researcher will be embedded within a specific Genesys Cloud product team. While day-to-day work will be closely aligned with product managers, designers, and engineers on that team, functional reporting and career development guidance will likely come from a UX Research Lead or Manager within the broader Global UX organization. This structure allows for both focused team contribution and broader organizational alignment.

Operations Impact: The UX Researcher's impact is central to the success of Genesys Cloud products. By providing evidence-based insights into user needs and behaviors, the researcher directly influences product design and development, leading to improved user adoption, customer satisfaction, operational efficiency for clients, and ultimately, revenue growth and customer retention for Genesys. The focus on enterprise users and complex systems means that even small improvements can have a significant business impact for Genesys's clients.

Growth Opportunities:

• Operations Skill Advancement: Deepen expertise in advanced qualitative and quantitative research methodologies, particularly those relevant to enterprise SaaS and AI-driven products. Opportunity to specialize in areas like AI interaction research or complex workflow analysis.

• Cross-Functional Leadership: Develop stronger collaboration and influence skills by working closely with diverse product teams, potentially leading research initiatives that span multiple product areas.

• Mentorship & Specialization: Gain exposure to senior researchers and leaders within the large UX organization, offering opportunities for mentorship and potential pathways into specialized UX domains or leadership roles within research operations.

• Industry Expertise: Become a subject matter expert in the contact center and digital engagement technology space, a high-demand area within enterprise software.

📝 Enhancement Note: The growth potential is significant, especially given Genesys's focus on AI and enterprise solutions. A successful UX Researcher here can become a valuable asset with expertise in a critical and growing market segment, opening doors to senior research, product strategy, or even research operations management roles.

🌐 Work Environment

Office Type: The "Virtual Office (Ireland)" designation, combined with the mention of a "state-of-the-art Galway office" and "hybrid schedules," indicates a flexible work environment. This suggests a blend of remote work and collaborative sessions either virtually or in-person at a designated office location, likely in or near Galway.

Office Location(s): While the primary work location is remote within Ireland, the mention of a "Galway office" suggests a physical hub for employees in that region, offering facilities for collaboration, team meetings, and potentially focused work sessions.

Workspace Context:

• Collaborative Environment: The hybrid model is designed to foster collaboration. Expect regular virtual interactions via tools like Zoom, complemented by potential in-person team days or project-specific meetings at the office. This encourages knowledge sharing and team cohesion.

• Operations Tools & Technology: Access to a robust suite of research and collaboration tools is essential. This includes platforms for data synthesis (Dovetail), user testing (Maze, Rally), project management (Jira), documentation (Confluence, FigJam), and design prototyping (Figma). The company likely provides licenses and support for these tools.

• Team Interaction: Opportunities for regular interaction with product, design, and engineering teams will be frequent, both in structured meetings and informal virtual or in-person touchpoints, fostering a dynamic and communicative work atmosphere.

Work Schedule: Standard full-time hours are expected, with flexibility to manage personal schedules within the hybrid framework. The "August Free Fridays" benefit suggests a culture that values work-life balance and provides structured opportunities for recharge.

📝 Enhancement Note: The hybrid nature of the role is a key aspect. Candidates should be comfortable with a mix of remote self-management and collaborative work, whether virtual or in-person. The emphasis on tools like Figma and Jira suggests deep integration into agile product development workflows.

📄 Application & Portfolio Review Process

Interview Process:

• Application Review: An initial review of your application by the Talent Acquisition team and the hiring team to assess alignment with minimum requirements.

• Recruiter Screen: If your profile is a strong match, a Talent Acquisition Partner will schedule a Zoom interview to discuss your background, motivations, and suitability for the role.

• Hiring Manager/Team Interviews: Subsequent interviews will involve the hiring manager and other members of the interview team. These will likely delve deeper into your research experience, problem-solving skills, and how you approach complex user challenges. Expect technical and behavioral questions.

• Portfolio Presentation: A critical stage will involve presenting your UX research portfolio, showcasing specific case studies. Be prepared to walk through your process, methodology, findings, and the impact of your work.

• Final Evaluation: The process aims to be focused, with typically no more than five interviews, ensuring respect for your time. The final stages will involve assessing your fit with the team culture, your ability to contribute to Genesys's AI-driven product strategy, and your overall potential.

Portfolio Review Tips:

• Curate Strategically: Select 2-3 of your strongest, most relevant case studies that demonstrate your end-to-end research process, problem-solving skills, and impact. Prioritize projects that align with enterprise software, AI, or digital engagement experiences if possible.

• Structure for Impact: For each case study, clearly define the problem statement, your research objectives, the methodology employed, your specific contributions, key findings, actionable recommendations, and the measurable outcomes or impact. Use visuals to illustrate your process and findings.

• Quantify Your Value: Wherever possible, highlight metrics that demonstrate the success of your research, such as improvements in usability scores, task completion rates, reduction in support tickets, or contributions to increased customer satisfaction or adoption.

• Tell a Story: Frame your case studies as narratives. Explain the challenges, your approach, the "aha!" moments, and how your insights led to positive change. This storytelling approach makes your work more engaging and memorable.

• Be Prepared for Deep Dives: Anticipate questions about your choices, challenges faced, how you handled conflicting feedback, and how you collaborated with stakeholders.

Challenge Preparation:

• Process Design Exercise: Be prepared for a potential exercise or case study that requires you to outline a research plan for a specific product scenario, identifying key questions, appropriate methods, and potential challenges.

• Problem-Solving Scenarios: Practice articulating how you would approach ambiguous problems or complex user needs within an enterprise software context. Focus on your structured thinking and ability to break down large problems.

• Stakeholder Communication: Demonstrate your ability to communicate complex research findings clearly and persuasively to non-researcher stakeholders, tailoring your message to their priorities and understanding.

📝 Enhancement Note: The interview process emphasizes a practical demonstration of skills, particularly through the portfolio. Candidates should prepare to articulate their research process, decision-making rationale, and the tangible impact of their work. The "no more than five interviews" guideline suggests an efficient, focused process.

🛠 Tools & Technology Stack

Primary Tools:

• Research & Synthesis: Dovetail (for organizing and synthesizing qualitative data), Maze/Rally (for remote usability testing, concept testing, and rapid feedback).

• Collaboration & Documentation: Jira (for agile project tracking and workflow management), Confluence (for documentation, knowledge sharing, and research repository), FigJam/Miro (for collaborative whiteboarding, ideation, and workflow mapping).

• Design & Prototyping: Figma (for collaborating with designers, reviewing prototypes, and potentially creating basic research artifacts).

Analytics & Reporting:

• Familiarity with core analytics concepts is required, including understanding events, sessions, and data quality. While specific tools aren't listed, experience with web analytics platforms (e.g., Google Analytics, Adobe Analytics) or in-app analytics tools would be beneficial for complementing qualitative findings. CRM & Automation:

• While not primary research tools, understanding how CRM systems (like Salesforce) and automation platforms integrate with customer engagement workflows can provide valuable context for researching enterprise solutions. Experience with Genesys's own platform or similar customer experience (CX) software is a plus.

📝 Enhancement Note: Proficiency with the listed research and collaboration tools is a key requirement. Candidates should be ready to discuss their experience with these platforms and how they leverage them to conduct research and communicate findings effectively within an agile product team.

👥 Team Culture & Values

Operations Values:

• Curiosity: A fundamental drive to understand users, their needs, and their behaviors, especially within complex enterprise systems.

• Collaboration: A strong emphasis on working effectively with cross-functional teams (Product, Design, Engineering, Analytics) to ensure research is integrated and impactful.

• Continuous Learning: A commitment to staying updated on the latest UX research methodologies, tools, and industry trends, particularly in AI and customer experience.

• Data-Driven Decision-Making: A belief in grounding product decisions in robust user insights derived from both qualitative and quantitative research.

• Efficiency & Speed: Balancing research rigor with the need for timely insights in agile development cycles.

Collaboration Style:

• Cross-Functional Integration: The role is designed for deep integration within product teams, requiring proactive communication and partnership with all members to ensure research insights are understood and acted upon.

• Process Review & Feedback: An open culture for discussing and refining research processes, methodologies, and findings, encouraging constructive feedback loops.

• Knowledge Sharing: A culture that values sharing research learnings and best practices across teams and potentially within the broader UX organization, contributing to a collective understanding of user needs.

📝 Enhancement Note: Genesys emphasizes values that are crucial for a collaborative, fast-paced tech environment. The UX Researcher will be expected to be an active, engaged team member who not only conducts research but also champions user-centricity and contributes to a culture of continuous improvement.

⚡ Challenges & Growth Opportunities

Challenges:

• Complexity of Enterprise Users: Researching sophisticated users (admins, analysts) of complex enterprise software requires a deep understanding of their technical environments, workflows, and business objectives.

• Balancing Rigor and Speed: In an agile environment, there's a constant need to deliver timely insights without sacrificing research quality or ethical standards.

• Translating Insights into Action: Ensuring that research findings are not just reported but actively understood and implemented by product teams requires strong communication and stakeholder management skills.

• Navigating Ambiguity: Working on AI-powered features and complex systems may involve significant ambiguity, requiring researchers to define clear research questions and navigate uncharted territory.

Learning & Development Opportunities:

• AI & Enterprise UX Specialization: Gain in-depth expertise in researching AI-driven products and complex enterprise software, a highly sought-after skill set.

• Methodological Expansion: Opportunity to refine existing skills and learn new research techniques through exposure to diverse projects and senior researchers.

• Cross-Functional Influence: Develop advanced stakeholder management and communication skills by working closely with product, engineering, and design leaders.

• Industry Exposure: Become an expert in the contact center and digital customer engagement technology landscape, a dynamic and growing sector.

📝 Enhancement Note: The challenges presented are typical for a UX researcher in an enterprise SaaS company, particularly one focused on AI. These challenges also represent significant opportunities for professional growth and skill development.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex enterprise workflow you've researched. How did you approach understanding it, and what were the key friction points you identified?" (Focus on systems thinking, methodology, and actionable insights.)

• "How do you balance the need for rigorous research with the speed required in an agile development cycle? Provide an example." (Highlight your understanding of agile research, prioritization, and efficient methods.)

• "Imagine you've discovered conflicting user needs or feedback. How would you synthesize this information and present recommendations to the product team?" (Demonstrate your ability to handle ambiguity, prioritize, and make data-driven decisions.) Company & Culture Questions:

• "Based on your understanding of Genesys and our focus on AI-powered experience orchestration, what do you see as the biggest UX research challenges for this role?" (Show you've researched the company and understand the role's context.)

• "How do you ensure your research findings are effectively communicated and acted upon by product managers and engineers? Describe a time you influenced a product decision." (Focus on collaboration, storytelling, and impact.)

• "What does a 'great customer experience' mean to you in the context of enterprise software, and how would your research contribute to achieving it?" (Align your user-centric philosophy with the company's goals.) Portfolio Presentation Strategy:

• Structure Your Narrative: For each case study, clearly outline the problem, your approach, your contributions, key findings, and the impact. Use a consistent structure for clarity.

• Show, Don't Just Tell: Use visuals – screenshots, diagrams, prototypes, key quotes – to illustrate your process and findings. This makes your work more tangible and engaging.

• Quantify Impact: Be ready to discuss metrics, ROI, or specific product changes that resulted from your research. Numbers speak volumes about your value.

• Be Prepared for Questions: Anticipate detailed questions about your methodology, your rationale for choices, how you handled challenges, and how you collaborated with others. Practice explaining your thought process clearly.

• Tailor to Genesys: If possible, subtly connect your case studies to themes relevant to Genesys, such as enterprise software, digital engagement, or AI interaction.

📝 Enhancement Note: The interview preparation advice focuses on demonstrating not just research skills, but also strategic thinking, communication prowess, and an understanding of the enterprise software context. The portfolio presentation is crucial, so candidates should invest significant time in preparing and rehearsing.

📌 Application Steps

To apply for this UX Researcher position:

• Submit your application through the provided link on the Genesys Workday careers portal.

• Curate Your Portfolio: Carefully select and refine 2-3 of your most impactful UX research case studies. Ensure they clearly demonstrate your end-to-end process, methodology, key findings, actionable recommendations, and any quantifiable results. Prioritize projects relevant to enterprise software, complex systems, or digital engagement if possible.

• Optimize Your Resume: Tailor your resume to highlight your 2-4 years of relevant UX or product research experience. Use keywords from the job description, such as "qualitative research," "usability studies," "systems thinking," and specific tool proficiency (Dovetail, Figma, Jira). Quantify achievements wherever possible.

• Prepare Your Presentation: Practice presenting your portfolio case studies. Focus on clear storytelling, articulating your thought process, and demonstrating the impact of your research. Be ready to answer in-depth questions about your work and your approach to solving user problems.

• Research Genesys: Thoroughly research Genesys, its products (especially Genesys Cloud), its AI initiatives, and its company culture. Understand its position in the market and the types of challenges its customers face. This will help you tailor your responses and demonstrate genuine interest.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.