Senior AI & Automation Engineer

Role: Senior AI & Automation Engineer
Experience: 16 years & above
Location: Noida
Position Overview (Job Summary)
The Senior AI & Automation Engineer will design, develop, implement, and support AI-powered automation solutions across End User Services, Workplace Services, Citrix, Global Account Management, Service Desk, and Digital Employee Experience platforms.
The role focuses on reducing manual operational effort, improving service quality, enabling employee self-service, lowering Service Desk ticket volumes, and enhancing the overall digital employee experience. The engineer will use Microsoft technologies, Copilot Studio, Power Platform, ServiceNow, Red Hat Ansible, Citrix, Intune, Entra ID, PowerShell, and related automation tools.
Primary Skills
Microsoft Copilot and Copilot Studio
Power Platform and Power Automate
Azure OpenAI and Generative AI
Microsoft 365 automation
Microsoft Intune and Windows Autopilot
Microsoft Entra ID
ServiceNow workflow automation and integration
Red Hat Ansible
PowerShell scripting
Citrix Virtual Apps and Desktops
REST API integrations
Service Desk and ITSM automation
Enterprise workflow orchestration
AI-powered self-service and support assistants
Secondary Skills
Microsoft Teams
SharePoint Online
Exchange Online
OneDrive
Microsoft Defender
Azure Automation
Power Virtual Agents
Python
Git
YAML
JSON
CMDB integration
ITIL processes
Incident Management
Request Fulfilment
Change Management
Identity governance
Role-Based Access Control
Group lifecycle management
Access reviews
Endpoint security and device compliance
Application packaging and software deployment
Device lifecycle management
Digital Employee Experience platforms
Experience analytics and automation dashboards
Knowledge management
Citrix application publishing, profile management, monitoring, and capacity optimization
Experience
Minimum 5+ years of experience in Workplace Services, End User Services, EUC, Service Desk, or related environments.
Hands-on experience with Microsoft cloud and workplace technologies.
Experience developing automation using PowerShell, Python, Ansible, Power Automate, or similar tools.
Experience building Copilot, conversational AI, chatbot, or AI-agent-based solutions.
Experience with ServiceNow workflow automation and platform integrations.
Experience working with Red Hat Ansible and developing Ansible playbooks.
Experience supporting and automating Citrix environments.
Experience automating large-scale enterprise operational processes.
Experience developing scripts, APIs, workflow integrations, and orchestration solutions.
Experience implementing self-service, auto-remediation, and ticket-reduction solutions.
Experience with identity, endpoint, application deployment, and device lifecycle automation.
Role and Responsibilities
A. Key Responsibilities
1. AI and Automation Engineering
Design, develop, implement, and support enterprise automation solutions for End User Services.
Identify repetitive operational activities and convert them into automated workflows.
Develop AI-powered workflows and intelligent support solutions.
Build reusable automation frameworks, standards, and patterns for global deployment.
Implement workflow orchestration across Microsoft, Citrix, ServiceNow, identity, and workplace platforms.
Establish scalable and governed automation solutions aligned with the Automation & AI Office.
2. Service Desk Automation
Automate incident management and request fulfilment processes.
Develop automation for password resets and access requests.
Automate software deployment and device lifecycle activities.
Implement auto-remediation workflows for common end-user issues.
Develop knowledge management and intelligent knowledge-retrieval solutions.
Build employee self-service capabilities to reduce Service Desk dependency.
Improve first-call resolution, ticket deflection, employee satisfaction, and support efficiency.
3. Microsoft Workplace Automation
Automate and optimize Microsoft 365 services, including Teams, SharePoint Online, Exchange Online, OneDrive, and Microsoft Defender.
Automate Microsoft Intune and Windows Autopilot processes.
Implement device compliance, endpoint security, and software deployment workflows.
Automate Microsoft Entra ID processes, including:
Group lifecycle management
Access reviews
Role-Based Access Control
Identity governance
User onboarding and offboarding
4. Copilot and AI Solutions
Develop and support Microsoft Copilot integrations.
Build Copilot Studio agents and conversational AI solutions.
Develop AI-powered employee self-service capabilities.
Create intelligent IT support assistants and chatbot-based service delivery solutions.
Build knowledge-retrieval and automation agents.
Integrate AI capabilities into operational and Service Desk workflows.
Drive Copilot adoption across End User Services.
5. Citrix Engineering and Automation
Support and automate Citrix Virtual Apps and Virtual Desktops environments.
Automate application publishing and deployment.
Automate Citrix session management and platform health checks.
Support workspace and user profile management.
Develop automation for performance monitoring and capacity optimization.
Create capacity and operational reports.
Automate Citrix-related user onboarding and offboarding activities.
6. Red Hat Ansible Automation
Develop and maintain Ansible playbooks.
Build automated deployment and configuration-management workflows.
Automate compliance-validation activities.
Automate operating system and workplace infrastructure configurations.
Standardize infrastructure configurations and improve operational consistency.
Reduce manual administration through Ansible-based runbook automation.
7. ServiceNow Automation and Integration
Design and develop ServiceNow workflows.
Automate service requests and employee onboarding processes.
Implement automated assignment and routing.
Integrate ServiceNow Virtual Agent with workplace and support services.
Develop ServiceNow CMDB integrations.
Implement workflow orchestration between ServiceNow and:
Microsoft platforms
Identity services
Citrix
Automation platforms
AI agents
B. Additional Responsibilities
Improve employee self-service and workplace productivity.
Enhance device experience, software delivery, and remote support.
Improve knowledge management and knowledge accessibility.
Implement experience analytics and automation dashboards.
Develop employee journey automation solutions.
Create service-performance and automation-coverage reports.
Maintain automation documentation, reusable templates, standards, and governance controls.
Monitor automation performance, reliability, scalability, and operational outcomes.
Support the centralized automation backlog shared across Service Desk, Global Account Management, and End User Services.
Collaborate with workplace, identity, ServiceNow, Citrix, Service Desk, and AI teams.
Measure automation outcomes, including:
Reduction in Service Desk ticket volumes
Improvement in first-call resolution
Increased self-service adoption
Faster onboarding and offboarding
Reduction in repetitive manual tasks
Improved employee satisfaction
Increased workplace automation coverage
Operational cost reduction
Ensure automation solutions are reusable and suitable for global implementation.
Educational Qualification
Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related discipline.
Equivalent professional experience may also be considered.

Work arrangement
No