BENGALURU: As GCC expands its adoption of GenAI and brings agent systems into its workflows, a new layer of specialized roles is starting to take shape. These include data quality and knowledge curators that ensure reliable datasets. Multimodal interaction designer creating voice, vision, and AR-based experiences. According to the EY GCC Pulse Report 2025, AI value realization analysts are focused on improving productivity and tracking ROI through digital labor. New process-centric positions, such as business process agent designer, are emerging alongside governance-driven roles such as AI governance architect and agent AI compliance auditor, who oversee model risk, fairness, regulatory compliance, and human-involved control. EY also noted the growing demand for a range of technical and operational roles including GenAI product owners, AI agent orchestrators who manage multi-agent workflows across enterprise functions, and domain and AI hybrids, AgentOps or agent fleet managers, LLM SREs (site reliability engineers), model reliability engineers, prompt librarians, AI red team and safety engineers, and regulatory and privacy engineers specializing in AI systems. Arindam Sen, Partner and GCC Sector Leader, Technology, Media & Entertainment, Telecommunications, EY India, said AI is now permeating across sectors and functions. “What we’re seeing is a movement towards centers of excellence, first with data and now with AI and emerging technologies. The cost arbitrage model is being replaced by a skills-intensive model, and most GCCs we work with are building technology-driven CoEs (centers of excellence) rather than parts of them.” I mentioned that it’s included in what’s called an orchestration role. “While more agent systems are taking over tasks, humans are still advising, coaching, and retraining these systems. Orchestrators sit at this intersection.” He believes much of that will come from reskilling existing employees. “People who work on open API architecture, enterprise architecture, or data science will evolve into these roles. Automation talent is also being reused. Previous automation was primarily rule-based. Agent AI is intelligent automation,” he added. Sen said the role will evolve, with the CIO/CDO potentially moving to chief transformation officer. And we are seeing the rise of staff with human experience. . “Interactions between humans and agents will reshape organizations. Everything revolves around orchestration, the human-agent interface. The question is not which roles will disappear; It’s about what additional roles emerge across operations, core processes and talent services,” Sen added. Most GCCs are now engaging in structured AI talent development, from basic fluency and role-based upskilling to agent enablement and fully AI-integrated roles. Additionally, many companies are joining the Enterprise AI Fluency Council to drive adoption across their organizations. Key elements include role-based learning paths, hands-on agent building skills, real project work tied to day-to-day tasks, capstone validation tied to business value, a curated RAG (Search Augmentation Generation)/agent sandbox, POC-to-pilot conversion with measurable KPIs, and cross-functional teams applying GenAI to live workflows.The findings reveal that India’s GCC is becoming an important collaborator in global decision-making, with more than half (52%) of Indian centers having shared responsibility for global decision-making and the remaining 26% being formally consulted. Approximately 20% of the center will be operated under full Indian ownership for some functions. EY research shows that initial implementations of agent AI are already rapidly reducing payback periods, including both capital and operational costs. “Projects we have carried out have shown profits within a year and a half, and in some cases less than a year,” the company said. EY’s analysis also shows that among companies that have started an agent AI journey, 47% have already developed multiple solutions, and 44% are continuing pilots and proofs of concept.
