AI Automation Engineer - Digital Workplace Services

Role Overview

We are seeking an experienced AI Automation Engineer to design, develop and implement AI-driven automation solutions across Digital Workplace Services.

The role will focus on Generative AI, Microsoft Copilot, Copilot Studio, Azure OpenAI, Power Platform and intelligent AI agents to improve employee experience, optimise IT operations, enhance service desk efficiency and enable intelligent workplace support.

The successful candidate will combine strong AI/GenAI engineering, Microsoft technologies, automation and API integration skills to deliver practical enterprise AI solutions.

Key ResponsibilitiesAI & Automation Engineering

• Design and implement AI-powered workplace automation solutions.
• Develop intelligent virtual assistants, chatbots and AI agents using Microsoft Copilot Studio and Azure OpenAI.
• Build Agentic AI workflows for autonomous task execution and IT support automation.
• Integrate AI solutions with ITSM platforms, collaboration tools and enterprise applications.
• Develop workflow automations using Power Platform, APIs and orchestration frameworks.
• Apply RAG, prompt engineering and LLM technologies to enterprise use cases.

Digital Workplace Transformation

• Deliver AI-powered Digital Workplace solutions.
• Implement intelligent employee self-service capabilities.
• Develop Copilot-enabled workflows to improve productivity.
• Improve workplace experience through AI-driven support and knowledge management.

Service Desk Automation

Develop AI solutions for:

• Ticket summarisation
• Automated ticket classification
• Knowledge article generation
• Self-healing automation
• Intelligent incident routing
• Virtual support assistants
• Predictive support capabilities

Integration & Development

Integrate AI solutions with:

• ServiceNow
• Microsoft 365
• Microsoft Teams
• SharePoint Online
• Power Platform
• Azure Services
• Enterprise applications

Develop APIs and connectors to enable secure data exchange between AI solutions and enterprise platforms.

AI Governance & Operations

• Apply Responsible AI principles.
• Support security, privacy and governance requirements.
• Monitor AI solution performance and optimise solutions.
• Support AI lifecycle management and operational excellence.
• Ensure AI automation solutions are reliable, scalable and maintainable.

Required Technical SkillsAI & Generative AI

• Azure OpenAI Services
• GPT / LLM models
• RAG
• Prompt Engineering
• AI Agents / Agentic AI
• Semantic Kernel
• LangChain and/or LangGraph

Microsoft Technologies

• Microsoft Copilot
• Microsoft Copilot Studio
• Power Automate
• Power Apps
• Microsoft Teams
• SharePoint Online
• Microsoft Graph API
• Azure AI Services

Automation & Development

• Python
• PowerShell
• REST APIs
• JSON
• Workflow automation
• GitHub Copilot

Azure & Cloud

• Microsoft Azure
• Azure Functions
• Logic Apps
• Azure AI Foundry
• Azure DevOps

ITSM & Digital Workplace

• ServiceNow
• Microsoft Intune
• Endpoint Management
• Autopilot
• Knowledge Management platforms

Preferred Qualifications

• Microsoft Certified: Azure AI Engineer Associate
• Microsoft Certified: Power Platform Developer Associate
• Microsoft Copilot certification
• ServiceNow Certified System Administrator
• Azure Solutions Architect certification

Certifications are desirable and should not replace hands-on experience.

Desirable Experience

• Digital Workplace Services operations
• Employee Experience platforms
• AI-powered service desk
• Workplace analytics
• Experience Management / XLAs
• Intelligent collaboration solutions
• Enterprise AI transformation programmes

Soft Skills

• Strong analytical and problem-solving skills.
• Excellent stakeholder management.
• Ability to communicate complex AI concepts to business users.
• Innovation and continuous-learning mindset.
• Experience working on enterprise AI transformation initiatives.