Tech Lead - Cloud Technologies N 4C

Ready to turn bold ideas into real-world impact?
 At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges.
 
If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment. 
 
Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises.
 Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.

Job Description

CX Designer – Conversational Journeys

Experience: 2+ Years

Role Overview

We are seeking a CX Designer – Conversational Journeys to design and optimize customer interactions across voice-based channels. The role focuses on creating intuitive, effective, and engaging IVR and conversational experiences that improve customer satisfaction and operational efficiency.

Key Responsibilities

• Analyze business requirements, customer needs, and use cases to design conversational journeys.
• Create and optimize IVR (Interactive Voice Response) call flows and voice-call interaction experiences.
• Design prompts, dialogue structures, and conversation scripts that are clear, natural, and user-centric.
• Develop end-to-end customer journeys for voice and conversational interfaces.
• Collaborate with product managers, business stakeholders, operations teams, and technology teams to translate requirements into conversational designs.
• Identify opportunities to improve call containment, customer experience, and task completion rates.
• Create flow diagrams, journey maps, wireframes, and conversation design documentation.
• Conduct usability reviews and incorporate feedback to continuously enhance conversational experiences.
• Ensure consistency in tone, language, branding, and customer communication standards across voice channels.
• Support testing, validation, and deployment of conversational solutions.

Required Skills & Qualifications

• 5+ years of experience in Customer Experience (CX), Conversation Design, IVR Design, UX Design, or related fields.
• Strong understanding of IVR systems, call-routing logic, and voice-user interface (VUI) principles.
• Experience designing prompts, dialogue flows, and conversational interactions.
• Ability to analyze business requirements and convert them into effective customer journeys.
• Familiarity with journey mapping, process flows, and customer experience design methodologies.
• Excellent communication, documentation, and stakeholder-management skills.
• Proficiency with design and workflow tools such as Visio, Lucidchart, Figma, Miro, or similar platforms.

Preferred Qualifications

• Experience with conversational AI, voice bots, virtual assistants, or contact center technologies.
• Understanding of customer service operations and contact center metrics.
• Knowledge of usability testing and customer behavior analysis.
• Exposure to omnichannel customer experience design.

Qualifications

Certifications

Required Skills

Language

Language Proficiency -

Additional Job Location -

Job Type

Master Skill List -

Remote Type -

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Why join Genpact?
•    Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter
•    Make an impact – Help global enterprises solve business challenges that matter 
•    Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
•    Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day 
•    Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress 
 
Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.  
Let’s build tomorrow together. 
 
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.  
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.