AI & Digital Workplace Engineer

Senior technical owner of WME's AI-enabled productivity and collaboration experience, and the hands-on engineer behind the identity, endpoint, and Microsoft 365 platform. This role selects, deploys, integrates, and continuously improves AI tools embedded in the digital workplace while engineering and operating the underlying Entra ID, endpoint, and M365 services to an operational-excellence standard. It serves as the senior technical voice on AI tooling for IT and the broader business, and leads IT's use of AI to automate and augment service delivery.

About the Role

The role operates on two layers:

• Foundation: Senior digital workplace engineering covering identity (Entra ID, conditional access, SSO/SAML/OIDC, hybrid identity, PIM, B2B), endpoint management (Intune and Jamf), M365 service engineering (Exchange Online, Teams, SharePoint, OneDrive), and ITIL/ITSM discipline.
• AI Scope: Accountability for ensuring AI tools are well-chosen, well-integrated, well-governed, and well-adopted. A credible candidate demonstrates strength in the foundation and advanced expertise in the AI scope.

This role embodies an AI-first IT culture built on a reliable digital workplace, partnering with cybersecurity governance on AI risk and policy, the workforce AI adoption program on literacy and adoption, and end users on AI experience and capability.

Scope & Boundaries

• In scope (foundation): Engineering and operation of the digital workplace platform, including Entra ID and identity lifecycle, conditional access, endpoint management (Intune and Jamf), M365 service engineering and troubleshooting (Exchange Online, Teams, SharePoint, OneDrive), incident/problem/change management, ITSM platform administration, and continual service improvement.
• In scope (AI): Engineering AI capabilities in the digital workplace stack; technical implementation of AI Acceptable Use policy controls; technical AI tool inventory and shadow-AI detection; AI-driven automation for IT; reference patterns, prompt libraries, and Architectural Decision Records (ADRs) for AI engineering; technical coaching and community of practice for AI.
• Coordinated with workforce AI adoption program: This role designs and integrates AI tools; the adoption program owns workforce literacy, change management, and business-facing adoption. Technical decisions rest with this role.
• Coordinated with cybersecurity governance/IT compliance: This role implements technical controls for AI risk policy and produces the technical AI tool inventory for audit evidence. Governance owns policy and audit posture; compliance owns evidence integrity.
• Coordinated with infrastructure/regional/service-desk peers: This role sets digital workplace and AI engineering patterns; regional engineers and service desk apply them. Infrastructure remains with enterprise services.
• Out of scope: Workforce-facing AI literacy curriculum, model fine-tuning, cybersecurity policy authorship, audit evidence integrity, server/network/telecom infrastructure, HR-side competency frameworks, and corporate L&D.

Responsibilities

Digital Workplace Platform Engineering — Identity, Endpoint & M365

• Engineer and operate Microsoft Entra ID: conditional access, group/identity governance, SSO/SAML/OIDC integrations, hybrid identity (Entra Connect), Privileged Identity Management (PIM), and B2B/guest access governance.
• Own identity lifecycle automation (Joiner/Mover/Leaver) and access governance across the global workforce.
• Own endpoint management for Windows (Intune) and macOS (Jamf or equivalent MDM): policy, compliance, provisioning, and device performance.
• Resolve complex M365 service issues across Exchange Online, Teams, SharePoint, and OneDrive affecting productivity.
• Design, implement, and optimize digital workplace services for scalability, reliability, security, and compliance; use service-health metrics to improve resilience.
• Review and influence technical designs to meet performance, security, and engineering best practices.

Operational Excellence, Service Management & Continual Improvement

• Lead complex incident response and blameless post-mortems; implement corrective actions to prevent recurrence.
• Apply structured problem management: root-cause analysis, documented findings, and durable fixes over workarounds.
• Drive Continual Service Improvement using ticket trends and service data to identify and measure improvements.
• Build and maintain a knowledge base of known issues, runbooks, and resolution steps to reduce tribal knowledge and escalations.
• Lead or contribute to the evaluation, implementation, and administration of the enterprise ITSM platform (Cherwell).
• Apply NIST CSF 2.0 to assess risk, inform service design, and communicate risk posture with cybersecurity and leadership.
• Champion automation, monitoring, and standardized engineering practices across the digital workplace.

AI-Enabled Digital Workplace Engineering & Practice Foundation

• Lead engineering of AI capabilities in productivity/collaboration platforms (Microsoft 365 Copilot, third-party AI assistants, custom integrations).
• Configure, integrate, and govern AI features across the digital workplace stack, balancing capability with security, privacy, and licensing.
• Build and maintain AI-driven workflows to automate or augment routine knowledge work.
• Serve as the principal AI engineering authority for Enterprise IT: set architecture, integration patterns, and operational standards.
• Develop reusable AI capabilities: prompt libraries, AI-integrated workflows, reference patterns; evaluate the AI tooling landscape for additions/replacements/sunsets.
• Author Architectural Decision Records (ADRs) for significant AI engineering decisions, preserving rationale and trade-offs.

IT Automation & Internal AI Adoption

• Design and build AI-driven automation for IT: service desk augmentation, log analysis, documentation generation, knowledge retrieval, and routine task automation.
• Lead IT's "AI-first" adoption, ensuring staff use and benefit from AI tools in daily work.
• Build and maintain shared AI capabilities, prompts, and workflows for the IT team.
• Measure and report on AI adoption and impact across IT, in partnership with the workforce AI adoption program.
• Operate technical telemetry for the broader AI adoption scorecard reported to IT leadership.

AI Governance, Security & Compliance Partnership

• Partner with cybersecurity governance/GRC and IT compliance to operationalize AI usage policy (data handling, model selection, access controls, acceptable use).
• Implement technical controls for AI policy at the platform layer: tenant configuration, conditional access, DLP, sensitivity labeling, and AI feature gating.
• Maintain a living technical inventory of AI tools (sanctioned, conditionally permitted, prohibited) including data flows and controls; underpins EU AI Act Article 4 evidence.
• Operate technical detection/remediation for shadow-AI usage in coordination with GRC; surface adoption patterns and risks.
• Ensure AI integrations meet security, privacy, and licensing requirements; flag risks early in the design phase.
• Track regulatory developments (NIST AI RMF, ISO/IEC 42001, US state-level mandates) affecting technical implementation.

AI Fluency & Enablement Across IT

• Provide hands-on technical coaching to IT staff on AI applications: prompt engineering, AI-assisted runbook authoring, AI-augmented troubleshooting, and agentic patterns.
• Maintain a community of practice around AI usage in IT, sharing patterns and learnings.
• Serve as the go-to engineering resource for AI questions across IT.
• Author and maintain technical reference material, playbooks, and ADRs for AI engineering decisions.
• Coordinate with the workforce AI adoption program to align technical fluency and broader literacy.

Requirements

• 7+ years of engineering experience in digital workplace, productivity platforms, or related domains, with deep hands-on experience across Microsoft 365, identity, and endpoints.
• Deep Microsoft 365 platform engineering: Exchange Online (mail flow, permissions, distribution lists, shared mailboxes), Teams/SharePoint/OneDrive service engineering and troubleshooting, Power Platform.
• Microsoft Entra ID (Azure AD) engineering: conditional access, group/identity governance, SSO/SAML/OIDC integrations, hybrid identity (Entra Connect), identity lifecycle automation (Joiner/Mover/Leaver), PIM, B2B/guest access governance.
• Endpoint management for Windows (Intune) and macOS (Jamf or equivalent MDM): policy, compliance, provisioning, and performance.
• Proven ability to troubleshoot across identity, devices, and applications.
• 2+ years of hands-on experience deploying, integrating, or building on enterprise AI capabilities (Microsoft 365 Copilot, conversational AI assistants, AI APIs).
• Automation against enterprise APIs (Microsoft Graph, Power Automate) and scripting (PowerShell, Python, or similar).
• Hands-on ITIL practice across incident, problem, change, and continual service improvement.
• Operational excellence orientation: repeatable engineering patterns, measurement-driven decisions, audit-ready documentation, and candid escalation of gaps.
• Experience within structured governance frameworks (ITIL, ISO/IEC 38500, NIST AI RMF, or equivalent).