Role Type : Individual Contributor / Program / Delivery Lead

Role Overview :

The AI Lead will be responsible for leading and delivering AI driven transformation initiatives across Digital Workplace, Service Desk, and Infrastructure Operations. The role demands strong hands on expertise, end to end ownership of AI programs, and the ability to deliver measurable business outcomes in a time bound manner.

The AI Lead will build production grade, agentic AI solutions that enable self healing, zero touch operations, improved MTTR, productivity gains, and cost optimization, while also developing internal AI capabilities and supporting pre sales and upskilling initiatives.

Key Responsibilities :

- Lead AI initiatives across Service Desk, DEX, AIOps, and Infrastructure to deliver tangible business value, including productivity improvement, MTTR reduction, cost optimization, and zero touch operations.

- Own end to end delivery of AI projects-from use case identification, architecture, and build to deployment and value realization.

- Drive time bound execution with clear milestones, delivery governance, risk management, and outcome tracking.

- Design and guide AI solutions for intelligent automation, self healing, agentic workflows, and experience led operations.

- Act as a trusted AI advisor to customers and internal stakeholders, translating operational challenges into AI led solutions.

- Support pre sales, solutioning, and customer pursuits by shaping AI use cases, solution approaches, and value narratives.

Required Experience & Skills :

- 10+ years of hands on experience in designing and delivering AI solutions for infrastructure, IT operations, or digital workplace environments.

- Proven experience leading AI projects end to end, with demonstrated measurable business outcomes.

- Strong expertise in AIOps, intelligent automation, and AI driven operations.

- Hands on experience with agentic AI concepts-AI systems that can reason, plan, and act autonomously within defined guardrails.

- Solid understanding of ITSM, Service Desk operations, observability, endpoints, and infrastructure platforms.

- Experience working with industry standard AI, automation, and operations platforms (ITSM, observability, endpoint, cloud, automation tools).

- Strong delivery mindset with the ability to execute complex AI initiatives in a time bound manner.

- Experience designing agentic AI systems for autonomous ticket handling, self healing infrastructure, and closed loop operations.

- Exposure to multi agent architectures, autonomous workflows, and policy aware AI decisioning.

- Hands on experience with LLM based solutions, RAG patterns, prompt engineering, or AI copilots for IT operations.

- Experience enabling zero touch or low touch operations using AI and automation.

- Excellent stakeholder management, communication, and leadership skills.

- Scrum/ Agile- Familiarity with Responsible AI, governance, and human in the loop controls for enterprise environments.

Preferred Skills (Agentic AI Focus) :

- Familiarity with Responsible AI, governance, and human in the loop controls for enterprise environments.

- Prior experience in building internal AI practices, mentoring teams, and driving AI adoption at scale.

- Familiarity with the industry platforms like Avaamo, Genesys, Nexthink, Expressive, Ema

- proficient in Python and have experience with machine learning libraries and frameworks such as TensorFlow, PyTorch, or Keras.

- Familiarity with cloud-based platforms and services, such as AWS, GCP, or Azure.

- Prompt engineering for GenAI algorithms

- Experience with natural language processing (NLP) techniques and tools, such as SpaCy, NLTK, or Hugging Face.

- Deployment of GenAI models

- Scrum/ Agile