Principal – Operational Excellence, AI Enablement

Genesys

Principal at Genesys designing AI-enabled HR operating models for improved employee experiences. Focused on architecting intelligent workflows and promoting operational excellence.

Posted 6/17/2026full-timeCalifornia, North Carolina, Texas • 🇺🇸 United StatesLead💰 $133,000 - $234,000 per yearWebsite

Tech Stack

Tools & technologies

CloudServiceNow

About the role

Key responsibilities & impact

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.
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.
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.
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.
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.
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.

Requirements

What you’ll need

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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

AI-enabled HR operating modelworkflow designservice delivery modelsexperience-focused KPIsautomationorchestration logicprocess mappingdigital transformationemployee journey optimizationimpact modeling

Soft Skills

consultative skillscross-functional collaborationstrategic design partnershipdata-driven decision makingstrong communicationfacilitationanalytical capabilityproblem-solvingorganizational impact assessmentrelationship building

Certifications

Bachelor's degreeadvanced degree in Businessadvanced degree in HRadvanced degree in Organizational Design