Principal, Operational Excellence and AI Enablement

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.

The Principal, Operational Excellence & AI Enablement designs the future-state, AI-enabled HR operating model across the employee lifecycle. This role architects intelligent workflows that integrate Workday as the system of record, ServiceNow for case management, Genesys Cloud as the orchestration layer, and other supporting technologies to create seamless, scalable HR delivery. At Genesys, we are transforming the customer experience landscape with empathy, AI innovation, and global impact. Joining Genesys means becoming part of a team that embraces empathy, flies in formation, and goes big to redefine how organizations engage and support their people.

This is a transformation design role focused on architecting the future of HR operations, not maintaining legacy processes. The Principal acts as a strategic advisor to HR leaders, translating business priorities into intelligent workflow architecture that improves efficiency, insight, and the lived employee experience.

Key Responsibilities:

Future-State HR Operating Model Co-Design

• Facilitate co-design of the AI-enabled HR operating model across the employee lifecycle in partnership with HR functions, leaders, and subject matter experts.

• Lead structured design sessions to align on future-state workflows, service delivery models, decision rights, and role implications.

• Ensure operating model designs balance operational effectiveness, scalability, and a cohesive, human-centered employee experience.

• Translate enterprise strategy into practical workflow blueprints with clear governance and ownership structures.

Integrated Employee Experience Architecture

• Design integrated employee journeys that connect processes, platforms, and touchpoints into a seamless lifecycle experience.

• Align AI-enabled workflows to reinforce and operationalize the company’s Employee Value Proposition, ensuring consistency across interactions.

• Reduce friction, handoff breakdowns, and system silos that create fragmented employee experiences.

• Define experience-focused KPIs, including effort score, perceived responsiveness, trust, adoption, and sentiment, alongside operational performance metrics.

Intelligent Workflow Architecture

• Partner with HR subject matter experts, HRIS, IT, and shared services teams to co-design end-to-end workflows integrating Workday, ServiceNow, Genesys Cloud, and related technologies.

• Define orchestration logic, automation triggers, AI intervention points, and escalation pathways.

• Ensure workflow designs are intuitive, transparent, compliant, and scalable across a global workforce.

• Align integration decisions with enterprise architecture standards and long-term technology strategy.

AI and Automation Enablement Advisory

• Advise HR leaders on where AI augments human expertise, including personalization, insight generation, and decision support, and where automation reduces repetitive, low-value work.

• Evaluate use cases through both business impact and employee experience lenses.

• Apply structured frameworks to assess value, feasibility, readiness, and risk prior to scaling solutions.

• Embed responsible AI principles into workflow design and governance models.

Operational Value Modeling and Decision Support

• Develop impact models that quantify operational gains, including cycle time reduction, cost-to-serve improvement, and productivity shifts.

• Measure experience improvements aligned with EVP commitments and organizational culture.

• Present structured design options with clear trade-offs to enable informed, data-driven decision making.

• Ensure workflow redesign delivers measurable business outcomes and sustainable value realization.

Cross-Functional Facilitation and Governance

• Act as a strategic design partner across HR Centers of Excellence, shared services, and business-facing teams to ensure alignment and coherence.

• Build strong partnerships with IT and HRIS to bridge business intent and technical feasibility.