Principal, Operational Excellence – AI Enablement

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🔥 3 minutes ago

🏄 California, North Carolina, +1 more states – Remote

🏄 California – Remote 🌲 North Carolina – Remote 🤠 Texas – Remote

💵 $133k - $234k / year

⏰ Full Time

🔴 Lead

🤖 Artificial Intelligence

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Genesys

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1990

🤖 Artificial Intelligence

☁️ SaaS

📡 Telecommunications

Artificial Intelligence • SaaS • Telecommunications

Genesys is a leading provider of AI-powered experience orchestration solutions designed to deliver personalized experiences at scale. Their offerings include comprehensive contact center software, workforce engagement management solutions, and an open platform with cloud architecture. Genesys Cloud CX and EX platforms optimize both customer and employee experiences using intelligent automation and embedded AI, allowing seamless engagement across any channel. With a focus on various industries including banking, healthcare, retail, insurance, and government, Genesys assists organizations in transforming customer and employee interaction landscapes. Additionally, their AppFoundry Marketplace offers pre-integrated applications to extend platform functionalities.

📋 Description

• 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. • 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. • Advise HR leaders on where AI augments human expertise, including personalization, insight generation, and decision support, and where automation reduces repetitive, low-value work. • Develop impact models that quantify operational gains, including cycle time reduction, cost-to-serve improvement, and productivity shifts. • Act as a strategic design partner across HR Centers of Excellence, shared services, and business-facing teams to ensure alignment and coherence.

🎯 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