Senior Knowledge Engineer, AI Enablement & Knowledge Systems
BlackbaudMatch Score
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Protocol Intelligence
Data-driven signals on your job's competitivenessMid-level experience, metro location, and broad AI/knowledge skillset increase applicant competition.
Skills in knowledge systems and AI enablement are moderately transferable across industries.
Mandatory 3+ years, KM platform experience, and AI/RAG familiarity enforce moderate screening.
Job Description
Structured overview of role & requirementsAbout 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.