Senior Manager, Knowledge Management and AI Enablement

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.

The Knowledge Management Expert - HR Transformation and HR AI Enablement will lead the development and execution of a global knowledge and information strategy that modernizes how HR creates, governs, and delivers trusted content across the enterprise. This role will define the structure, flow, and design of HR knowledge and data to enable intelligent automation, policy governance, and AI driven insights.

This leader will serve as the strategic connector between HR, Compliance, Legal, IT, and Digital Transformation teams assuring that HR knowledge is not only accurate and compliant but also ready for AI consumption and scalable automation.

• Develop and deliver a global knowledge management strategy that supports the HR transformation roadmap and aligns with Genesys' vision for digital enablement and operational excellence.
• Define enterprise standards for knowledge architecture, metadata, and governance to ensure information is accurate, accessible, and AI ready.
• Build and sustain governance models that support consistency, accountability, and regulatory compliance across global HR content and policies.
• Partner with HR functional leaders, Legal, Compliance, and IT to embed structured knowledge management practices into HR operations, systems, and service delivery.

• Design the knowledge and data framework that allows HR content to be effectively leveraged by AI, chatbots, and predictive analytics tools.
• Lead integration between HR knowledge systems (e.g., Service Now, Workday, Genesys Cloud) and digital experience platforms to enable intelligent search and self-service.
• Collaborate with HRIS, Communications and other teams to ensure HR content and data are tagged, organized, and structured for automation and analytics.
• Establish continuous improvement practices to ensure the HR knowledge ecosystem evolves with emerging AI and data governance capabilities.

• Oversee the end-to-end lifecycle of global HR policies, from creation and review to retirement and archival.
• Ensure all policies and procedures are clear, current, and globally consistent, while allowing for local compliance and cultural nuance.
• Partner with policy authors and process owners to drive adherence to defined governance standards and version control requirements.

• Drive adoption of knowledge management tools and practices across the global HR organization.
• Develop training, templates, and playbooks to build capability in policy authors, content curators, and regional HR teams.
• Foster a culture of knowledge sharing, collaboration, and continuous learning across HR communities.

• Define key performance indicators (KPIs) for the health and effectiveness of the HR knowledge ecosystem.
• Leverage analytics to assess accuracy, engagement, and automation readiness, and use insights to refine knowledge strategy and design.
• Stay informed on trends in AI, digital experience design, and knowledge engineering to ensure Genesys remains at the forefront of intelligent HR operations.

• 10 or more years of progressive experience in HR knowledge management, digital transformation, or HR operations in a complex global environment.
• Experience in designing or leading AI ready knowledge frameworks, policy…