Knowledge Management Expert – HR Transformation & AI Enablement

Genesys is a company that empowers organizations to enhance customer and employee experiences through its AI-powered platform. The Knowledge Management Expert will lead the development of a global knowledge strategy for HR, ensuring accurate and compliant information is available for AI consumption and automation. This role involves collaboration with various teams to drive the integration of knowledge management practices into HR operations.

Responsibilities

• 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., ServiceNow, 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.

Skills

• 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 governance models, and content management strategies.
• Understanding of global employment law, data privacy, and compliance frameworks (e.g., GDPR, HIPAA, FLSA).
• Demonstrated experience in partnering cross functionally to deliver scalable, technology enabled HR solutions.
• Exceptional communication, collaboration, and strategic influence skills.
• Technology savvy and knowledge of AI frameworks.
• Experience implementing or optimizing HR knowledge bases and self-service platforms integrated with AI or chatbots.
• Familiarity with semantic data models, metadata management, and knowledge graph technologies.
• Proven success leading change management and adoption initiatives in global HR environments.
• Ability to translate complex policy and compliance requirements into user friendly digital content.

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

Company Overview

• Genesys enables organizations to orchestrate the best AI-powered experiences to drive customer loyalty and growth. It was founded in 1990, and is headquartered in Menlo Park, California, USA, with a workforce of 5001-10000 employees. Its website is https://www.genesys.com.