Senior AI & Automation Engineer

HCL Technologies Limited; Dadri; On-site; INR 3,500,000 - 5,500,000; Full time

Job summary

HCL Technologies Limited is seeking an experienced Senior AI & Automation Engineer to design, develop, and support AI-powered automation across End User Services, Workplace Services, and related platforms.

You will focus on reducing manual work, lowering ticket volumes, and delivering self-service and enhanced employee experience using Copilot Studio, Power Platform, and ServiceNow.

Qualifications

• Bachelor's degree or equivalent in CS/IT/engineering.
• 5+ years in EUC/End User Services or related environments.
• Hands-on with PowerShell, Python, Ansible, Power Automate.
• Experience building Copilot and AI-agent solutions.
• Experience with ServiceNow workflows and integrations.

Responsibilities

• Design and support enterprise automation solutions for End User Services.
• Automate incident management and password reset processes.
• Automate Teams, SharePoint Online, Exchange Online and OneDrive workflows.
• Develop Copilot integrations and AI-powered self-service capabilities.
• Ensure reusable automation and governance across platforms.

Skills

Copilot Studio

Power Platform

Azure OpenAI

Intune

ServiceNow

Red Hat Ansible

PowerShell

Citrix

REST APIs

ITSM automation

Workflow orchestration

AI-powered self-service

Education

Bachelor's degree in Computer Science/Information Technology/Engineering

Equivalent professional experience

Tools

ServiceNow

Red Hat Ansible

Citrix Virtual Apps and Desktops

PowerShell

Git

Python

YAML

JSON

CMDB integration

Job description

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 Intune and Windows Autopilot
• 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
• Power Virtual Agents
• Python
• Git
• YAML
• JSON
• CMDB integration
• ITIL processes
• Change Management
• Identity governance
• Role-Based Access Control
• Access reviews
• Endpoint security and device compliance
• Application packaging and software deployment
• 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 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.
• 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 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:
• 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.