Manager, Software Engineering - AI Enablement & Automation

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

About The Role

We are seeking a dynamic and execution-oriented Manager of AI Enablement & Automation to lead our India-based AI enablement and automation team. This role will own the deployment, governance, and adoption of AI tools that accelerate productivity and reshape how teams work across the business.

You will lead a high-performing team responsible for AI platform operations, workflow automation, and enterprise enablement, partnering with global technology and business leaders to turn AI capabilities into measurable outcomes.

This role combines technical depth, operational rigor, stakeholder leadership, and change management expertise.

What You’ll Do

AI Platform Ownership & Operations

• Lead operations for enterprise AI platforms (e.g., ChatGPT Enterprise, Cursor, Amazon Q).
• Establish secure onboarding, access provisioning, governance controls, and operational support models.
• Partner with Global IT, Security, Legal, and Compliance teams to ensure adherence to corporate and regional data regulations.
• Monitor platform health, usage, cost efficiency, adoption metrics, and ROI.
• Manage vendor relationships and support escalations as needed.

• Identify high-impact AI use cases through collaboration with Engineering, Sales, Marketing, Support, HR, Finance, and other functions.
• Evaluate emerging AI tools and recommend adoption where appropriate.

• Lead AI adoption initiatives across the organization
• Develop and deliver training programs, workshops, office hours, and enablement materials.
• Promote responsible AI usage and governance best practices.

Workflow Automation & RPA

• Oversee RPA and machine-assisted automation initiatives.
• Identify process acceleration opportunities that improve productivity and reduce manual effort.
• Ensure automation solutions align with governance and enterprise architecture standards.
• Maintain sustainable support models for deployed automations.

People Leadership & Team Development

• Recruit, mentor, and develop a high-performing AI & Automations team.
• Define team OKRs aligned with global AI strategy.
• Foster a culture of innovation, accountability, and measurable impact.
• Build technical depth within the team across AI tooling, automation, and integration.
• Drive career development and succession planning within the function.

What You Bring

• 8+ years of experience in technology, automation, digital transformation, or AI-related roles.
• 3+ years of experience managing teams, preferably in a global matrixed environment.
• Experience deploying AI tools at scale in a mid-to-large enterprise.
• Background in engineering, systems integration, or enterprise architecture.
• Experience building internal AI capability frameworks or Centers of Excellence (CoE).
• Exposure to cost optimization and vendor management for SaaS platforms.
• Hands-on experience with enterprise AI platforms (e.g., ChatGPT Enterprise, Microsoft Copilot, Amazon Q, Cursor).
• Strong understanding of AI governance, data privacy, and compliance considerations (including regional regulations).
• Familiarity with workflow automation and RPA tools (e.g., Automation Anywhere, Playwright, PowerAutomate).
• Excellent stakeholder management skills with experience working across geographies. Experience supporting global teams from India delivery centers.

Key Skills

• Strong people leader with coaching mindset
• Execution-focused with strategic thinking capability
• Comfortable operating in ambiguity and rapidly evolving AI landscape
• Governance-conscious and risk-aware
• Strong cross-cultural communication skills
• Data-driven and outcome-oriented

Business Impact

This role accelerates the adoption of AI across the enterprise by ensuring tools are effectively deployed, governed, and embedded into daily workflows driving measurable productivity gains and more efficient ways of working across teams.

In parallel, the role delivers targeted automation solutions to reduce manual, repetitive work where native integrations are limited, enabling teams to operate more efficiently and consistently.

#LI-GR1
#LI-Hybrid
#LI-Remote

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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].

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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.