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Genesys

Orchestrating billions of remarkable experiences in more than 100 countries – through cloud, digital and AI technology.

Principal – Operational Excellence, AI Enablement

Artificial IntelligenceArtificial IntelligenceFull TimeRemoteLeadTeam 5,001-10,000Since 1990H1B SponsorCompany SiteLinkedIn

Location

California + 2 moreAll locations: California | North Carolina | Texas

Posted

109 days ago

Salary

$133K - $234K / year

Seniority

Lead

Bachelor Degree8 yrs expEnglishCloudServiceNow

Job Description

Principal – Operational Excellence, AI Enablement

Genesys

• 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. • 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. • Define experience-focused KPIs, including effort score, perceived responsiveness, trust, adoption, and sentiment, alongside operational performance metrics. • 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. • 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. • Embed responsible AI principles into workflow design and governance models. • Develop impact models that quantify operational gains, including cycle time reduction, cost-to-serve improvement, and productivity shifts. • Present structured design options with clear trade-offs to enable informed, data-driven decision making. • Act as a strategic design partner across HR Centers of Excellence, shared services, and business-facing teams to ensure alignment and coherence.

Job Requirements

  • 8 or more years of experience in HR operations, service delivery design, digital transformation, or enterprise workflow architecture.
  • Demonstrated success redesigning end-to-end processes and operating models in technology-enabled environments.
  • Deep experience working with enterprise platforms, including Workday and ServiceNow, and orchestration technologies such as Genesys Cloud or comparable solutions.
  • Proven ability to design intelligent workflows integrating systems of record, case management platforms, and orchestration layers.
  • Experience embedding automation and AI into operational processes to improve efficiency and employee experience.
  • Strong consultative skills with a track record of facilitating cross-functional design decisions with HR leaders, subject matter experts, HRIS, and IT teams.
  • Experience mapping and optimizing employee journeys, with measurable improvements in service quality and experience metrics.
  • Ability to evaluate AI and automation use cases using structured frameworks addressing value, feasibility, risk, and organizational readiness.
  • Strong analytical capability to model operational impact, including cycle time, cost-to-serve, capacity shifts, and experience outcomes.
  • Bachelor’s degree required; advanced degree in Business, HR, Organizational Design, or related field preferred.

Benefits

  • Medical, Dental, and Vision Insurance.
  • Telehealth coverage
  • Flexible work schedules and work from home opportunities
  • Development and career growth opportunities
  • Open Time Off in addition to 10 paid holidays
  • 401(k) matching program
  • Adoption Assistance
  • Fertility treatments

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