Job Description

EXL Service is seeking an AI Adoption Lead to drive enterprise AI adoption and rapid AI solution development across operations. The role focuses on leveraging Microsoft Copilot, SharePoint, and the Microsoft 365 ecosystem to enable productivity improvements, workflow automation, and intelligent knowledge management across delivery teams.

The role will act as a regional AI champion responsible for identifying high-impact use cases, building quick AI solutions and prototypes, and driving adoption of AI tools within business operations such as analytics delivery, contact center operations, and shared services.

1. AI Solution Development & Rapid Prototyping:

• Design and develop rapid AI productivity solutions using Microsoft Copilot, SharePoint, Microsoft Teams, and the Microsoft 365 ecosystem.
• Awareness of new Generation AI capability tools such as Claude CoWork, Gemini, Anthropic, Perplexity
• Build quick AI assistants, copilots, and workflow automation tools that support operational teams.
• Develop prompt libraries, Copilot extensions, and reusable AI solution templates for business teams.
• Create lightweight AI prototypes and proof-of-concepts to validate business use cases quickly.
• Use Power Platform tools (Power Automate, Power Apps) to automate manual operational processes.
• Develop knowledge copilots and AI search assistants using SharePoint knowledge bases.
• Integrate AI tools with enterprise platforms such as CRM systems, service management platforms, and internal data repositories.

2. AI Adoption & Evangelization:

• Act as an AI evangelist to promote adoption of Copilot and AI productivity solutions.
• Conduct AI awareness sessions, workshops, and training programs for operations teams.
• Work with business leaders to embed AI tools into daily workflows and operational processes.
• Support change management initiatives to ensure successful adoption of AI-driven solutions.

3. Business Process Understanding & AI Opportunity Identification:

• Collaborate with business stakeholders to understand key operational workflows across EXL operations.
• Identify opportunities where AI can improve productivity, automate manual work, and enhance decision support.
• Translate business problems into scalable AI use cases and solution concepts.
• Support operational transformation initiatives using AI-enabled productivity tools.

4. AI Program Management & Governance:

• Drive AI adoption initiatives.
• Track key adoption metrics including usage, productivity gains, and business impact.
• Collaborate with IT, security, and governance teams to ensure responsible AI usage and compliance.
• Develop reporting dashboards to track AI adoption and communicate value to leadership.

Required Skills & Experience:

• Hands-on experience with Microsoft 365 ecosystem including Copilot, SharePoint, Microsoft Teams, and Power Platform.
• Experience building AI productivity tools, workflow automations, or knowledge management solutions.
• Understanding of Generative AI applications in enterprise environments.
• Strong business process understanding across BPO, operations, or shared services environments.
• Ability to translate business needs into practical AI solutions.
• Strong communication skills with ability to evangelize new technologies.

Required Skills & Experience:

• Hands-on experience with Microsoft 365 ecosystem including Copilot, SharePoint, Microsoft Teams, and Power Platform.
• Experience building AI productivity tools, workflow automations, or knowledge management solutions.
• Understanding of Generative AI applications in enterprise environments.
• Strong business process understanding across BPO, operations, or shared services environments.
• Ability to translate business needs into practical AI solutions.
• Strong communication skills with ability to evangelize new technologies.

Preferred Qualifications:

• Experience with Microsoft Copilot Studio, Azure AI services, and prompt engineering.
• Exposure to enterprise AI copilots, chatbots, or GenAI-powered applications.
• Experience supporting digital transformation or automation initiatives.
• Knowledge of responsible AI governance and enterprise security practices.

Success Metrics:

• Adoption of Copilot and AI tools across delivery teams.
• Number of AI use cases implemented and scaled.
• Operational productivity improvements achieved through AI.
• Business value and efficiency improvements from AI-enabled solutions.

Must be credit & criminal clear.

Must have Matric/ Grade 12.

*** In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups and in line with EXL’s EE targets ***