Senior Knowledge Engineer, AI Enablement & Knowledge Systems
Blackbaud (company site, opens in a new tab)3+ yrsHyderabadOn-siteDirect career pageEst. 12–20 LPA
Posted on 22 Sept
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Job description
Structured overview of role & requirements
About This Role
- Design and optimize Blackbaud's knowledge ecosystem to support customers, support professionals, self-service, and AI-enabled support capabilities.
- Ensure knowledge quality, governance, retrieval, and usability for both human and AI consumption to enable scalable resolution across support channels.
- Develop and use measurement tools to monitor knowledge health, AI effectiveness, and drive continuous improvement across products, processes, and AI experiences.
Minimum Requirements
- 3+ years of experience in knowledge management, content strategy, self-service, or customer support operations, ideally in a support/service organization.
- Experience with knowledge management platforms supporting search, self-service, AI assistants, or automated workflows.
- Ability to work U.S. business hours (generally 9:00 AM to 5:00 PM ET), including meetings and consultations.
- Work Location: Hyderabad, India (Sky tech, Financial District).
Ideal Candidate Profile
- Experience in driving AI enablement in knowledge systems, including familiarity with concepts like retrieval-augmented generation (RAG) and AI governance.
- Strong skills in cross-functional collaboration with Customer Support, Product, Operations, and Technology teams to influence knowledge strategy without direct authority.
- Proven analytical capability to measure knowledge effectiveness and translate complex information into clear, actionable content and governance practices.