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UX Researcher


Markham, ON, CA

Requisition ID:  28694
About Avaya

Businesses are built by the experiences they provide, and every day millions of those experiences are delivered by Avaya Holdings Corp. (NYSE: AVYA). Avaya is shaping what's next for the future of work, with innovation and partnerships that deliver game-changing business benefits. Our cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes. Together, we are committed to help grow your business by delivering Experiences that Matter. Learn more at www.avaya.com.

About the Role

Avaya’s UX team is growing and needs an experienced User Researcher who will thrive in an energetic, agile environment. 
You will leverage best in class UX research methods to engage with customers to understand how they work and think within our products. You will be responsible for creating, testing and evaluating digital software applications for our global customer based.

For this position, we are looking for an experienced individual who will help lead the practice of UX research within Avaya. You will be part of the globally based UX /UI teams who provide support for a large ecosystem of digital products. You will conduct research using a variety of methods to verify mental models, validate concepts, and support the ongoing development and improvement of our digital portfolio.


You will partner with our accessibility team to evaluate products to ensure that they encompass inclusive design principles. You will contribute your research expertise to new initiatives to help us create useful, usable, and delightful new products and features for our customers.  You’ll inspire change at all stages of product development by delivering compelling written, in-person and visual presentations of your findings. You should have broad skills in qualitative and design research methods and a good understanding of quantitative concepts as well.


If you are a candidate who is passionate about user experience and likes to work with a team of likeminded people, this may be the role for you.

About the Responsibilities
  • Provide guidance, support, and mentoring for other researchers on the UX team.
  • Conduct remote and in-person research using a range of methods.
  • Drive inclusiveness in principle and practice.
  • Conduct usability testing to ensure that our products work for everyone.
  • Lead workshops and other group activities that help build team consensus around research, vision, and customer needs.
  • Create strategic connections with other teams to help foster customer-focused design and create opportunities to increase visibility into the team’s activities.
  • Participate in project kickoffs, design critiques and ideation sessions. Use these and other opportunities to share findings and insights from research and share key feedback from users.
  • Incorporate a “continuous discovery” approach to informing and guiding product design and development.
  • Work with project teams to determine research needs, identify the most appropriate methods, create protocols and plans, generate recruitment screeners, moderate sessions, analyze results, compile reports, and present findings.
  • Design and execute studies that address both user behavior and attitudes, using the right methodology for the right questions
  • Evaluate designs through testing, reviews, and critiques
  • Conduct research using a wide variety of qualitative methods and a subset of quantitative methods (such as surveys)
  • Work cross-functionally with design, product management and engineering
  • Act as a leader in research
  • Advocate for the people who use our products
  • Contribute to the conversation around best practices for user needs
  • Creating wireframes, usability tests and managing prototype designs
  • Experience with Figma, XD, Sketch, Maze, Adobe Creative Suite, InVision or any other similar like tools
  • Knowledge of HTML, CSS and JavaScript is a bonus
About the Requirements

Desirable Skills, Qualifications, and Experience:
•    Research experience in a product development
•    Hands-on experience gathering requirements, prioritizing, planning research, identifying and recruiting the perfect participants, gathering data, analyzing & summarizing results, and sharing findings
•    Comfort making design recommendations based on research and best practices
•    Familiarity with combining qualitative and quantitative data
•    A desire to continually experiment with and develop new methods
•    Examples of how you influenced teams or companies to become more people-centric
•    A love of asking questions, seeking answers, and working with others to solve difficult design problems
•    3+ years’ experience in product research and usability evaluation 
•    Comprehensive understanding of colour theory, typography and iconography and design system fundamentals
•    Self-motivated to prioritize and manage workload and meet critical project milestones and deadlines
•    Excellent verbal and written presentation skills
•    University Degree, College Diploma, Certification in a Design related field or equivalent work experience
•    Exceptional ability and desire to acquire new knowledge and skills to solve challenges
•    Ability to work independently but collaboratively
•    Ability to manage multiple projects in a fast-paced professional environment
•    Knowledge of visual, typographic, grid system and interaction design disciplines and principles

•    Portfolio of projects
•    Knowledge of UX Usability tools (e.g. maze.design)
•    Knowledge of UX tools (e.g. Figma, Sketch)
•    Strong communication skills to collaborate with various stakeholders
•    Good time-management skills

Avaya is an Equal Opportunity employer and a U.S. Federal Contractor. Our commitment to equality is a core value of Avaya. All qualified applicants and employees receive equal treatment without consideration for race, religion, sex, age, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other protected characteristic. In general, positions at Avaya require the ability to communicate and use office technology effectively. Physical requirements may vary by assigned work location. This job brief/description is subject to change. Nothing in this job description restricts Avaya right to alter the duties and responsibilities of this position at any time for any reason. You may also review the Avaya Global Privacy Policy (accessible at https://www.avaya.com/en/privacy/policy/) and applicable Privacy Statement relevant to this job posting (accessible at https://www.avaya.com/en/documents/info-applicants.pdf).