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.

• Establish guiding design principles that reinforce simplicity, integration, compliance, and EVP alignment.

• Surface system dependencies, sequencing risks, and organizational impacts early to support responsible implementation planning.

Experience and Qualifications:

• 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.

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Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.  

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

Click here to view a summary overview of our Benefits.

Working at Genesys

• AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
• A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
• Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
• Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

What Happens After You Apply

After you apply, here's what you can typically expect:

• Our Talent Acquisition team reviews your application with the hiring team.

• A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.


• Next, you'll meet the hiring manager and other members of the interview team.

• We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.

• After interviews are complete, our team will follow up with the final steps.

Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.

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Employee Referral

If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.

About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at [email protected].

You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.

Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.