New opportunity

Senior Knowledge Engineer, AI Enablement & Knowledge Systems

Blackbaud · Hyderabad, India

About this role

We are looking for a Senior Knowledge Engineer to join the Value & Impact Management team within Customer Support. You will work in a high-performing, highly collaborative environment, partnering across Support, Product, Operations, and Technology teams to improve how knowledge is created, maintained, shared, and utilized. This role is responsible for ensuring Blackbaud's knowledge ecosystem effectively powers customers, support professionals, self-service experiences, and AI-enabled support capabilities.

Responsibilities

Design and optimize the knowledge ecosystem that supports customers, support professionals, self-service experiences, and AI-enabled support capabilities.
Define and maintain content standards, governance practices, taxonomy, and lifecycle management processes.
Ensure knowledge remains accurate, trusted, discoverable, and reusable across support channels and experiences.
Partner with product and support teams to proactively capture, curate, and continuously improve knowledge at scale.
Ensure knowledge systems are structured and optimized to power AI assistants, copilots, self-service experiences, and agentic workflows.
Partner with Operations, AI, and Technology teams to improve AI performance through effective knowledge design, retrieval, and governance.
Define standards for AI-ready knowledge, including content structure, retrieval quality, and response accuracy.
Identify and implement opportunities to leverage AI to improve knowledge creation, maintenance, and discovery.
Develop and use measurement tools to monitor knowledge health, self-service success, and AI effectiveness.
Analyze trends, usage patterns, customer feedback, and operational insights to identify opportunities for improvement.
Validate knowledge readiness for product releases, process changes, and AI-enabled experiences through testing and content gap analysis.
Act as a steward of the Customer Support knowledge ecosystem, influencing how knowledge is created, maintained, shared, and consumed across teams and platforms.

Required qualifications

3+ years of experience in knowledge management, content strategy, self-service, customer support operations, or a related field, ideally within a support or service organization.
Experience with knowledge management platforms or systems that support search, self-service, AI assistants, copilots, or automated workflows.
Experience creating and maintaining content standards, taxonomy, governance practices, and content lifecycle processes.
Familiarity with AI concepts such as retrieval-augmented generation (RAG), prompt design, knowledge retrieval, evaluation, or AI governance.
Experience using data, customer feedback, and operational insights to identify trends, measure effectiveness, and drive improvements.
Ability to translate complex information into clear, usable content, processes, and guidance for diverse audiences.
Strong analytical skills, including the ability to build or interpret frameworks, business requirements, success measures, and readiness criteria.
Proven ability to influence without authority and successfully partner across Customer Support, Product, Operations, and Technology teams.
Excellent written and verbal communication skills, including experience delivering training, enablement, or change adoption initiatives.

Preferred qualifications

Salesforce Administrator and/or Agentforce Specialist certification preferred.

Work Location: Sky tech, Financial District, Hyderabad, India. Work Schedule: This role supports internal customers, partners, and stakeholders who primarily operate during U.S. business hours (generally 9:00 AM to 5:00 PM Eastern Time), including participation in meetings, consultations, and business-critical activities during that time, with limited holiday coverage as needed.

For full details about this role, click “Apply on company site” to view the employer’s original posting.

Skills for this role

Knowledge ManagementContent StrategySalesforce AdministratorAgentforce SpecialistRAGPrompt DesignKnowledge RetrievalAI GovernanceTaxonomyContent Lifecycle Management

Checking your profile…

Preparation suggestions, not the employer’s actual interview questions. Always check the original posting for current requirements.

Understand the role

What matters most

Designing AI-Ready Knowledge Structures
Structuring knowledge systems, taxonomies, and content standards specifically to optimize retrieval quality, response accuracy, and performance for AI assistants, copilots, and agentic workflows.
Establishing Content Governance and Lifecycle Processes
Defining and maintaining rigorous content standards, governance practices, and lifecycle workflows to ensure information remains accurate, trusted, and discoverable across all support channels.
Cross-Functional Collaboration and Influence
Partnering effectively across Customer Support, Product, Operations, and Technology teams to drive knowledge-first practices and align knowledge architecture with technical and business goals.
Measurement and Health Monitoring of Knowledge Assets
Developing and utilizing measurement frameworks, tools, and analytics to monitor knowledge health, self-service success rates, and AI effectiveness over time.

Likely challenges to think through

Bridging Traditional Knowledge Management with Advanced AI Retrieval
The difficulty of translating unstructured or legacy support data into clean, structured knowledge that performs reliably under retrieval-augmented generation (RAG) and automated workflows. Prepare by reviewing modern semantic search structures, metadata design, and RAG content readiness best practices.
Influencing Without Direct Authority Across Diverse Teams
Navigating cross-functional alignment across Support, Product, Operations, and Technology without direct reporting control to enforce content standards. Prepare by highlighting past experience in driving change adoption, stakeholder management, and consensus-building initiatives.
Managing U.S. Business Hours Alignment from an International Location
Operating successfully from Hyderabad while maintaining a schedule aligned with U.S. Eastern Time for critical meetings and stakeholder collaboration. Prepare by demonstrating strong asynchronous communication habits and personal time management strategies for cross-timezone coordination.

Practice your answers

Technical practice

Designing Knowledge Ecosystems for AI and Human Consumption

What to coverDiscuss how you structure content standards and taxonomies so that documentation remains effective for both human support professionals and AI assistants, copilots, or agentic workflows. Focus on metadata tagging, content chunking strategies, and balancing readability with machine-parsable clarity.

Optimizing Knowledge Retrieval for RAG Architectures

What to coverExplain how retrieval-augmented generation (RAG) performance depends on knowledge base design. Address how you evaluate retrieval quality, reduce hallucinations, and ensure high response accuracy when feeding knowledge into LLMs.

Establishing Content Governance and Lifecycle Processes

What to coverDescribe your approach to creating and maintaining a content lifecycle process from creation and curation to review and archiving. Explain how you ensure content remains accurate, trusted, and discoverable at scale.

Leveraging AI for Knowledge Maintenance and Discovery

What to coverHow can AI tools and automation be utilized to improve knowledge creation, content gap analysis, and maintenance? Address the trade-offs between automated content generation and human review oversight.

Salesforce Knowledge and Agentforce Configuration

What to coverDiscuss your experience configuring knowledge management platforms, search functionality, or Salesforce-based service solutions (such as Agentforce). Explain how you set up article types, data categories, and permissions to power automated support workflows.

Monitoring Knowledge Health and Self-Service Success

What to coverWhat metrics and measurement tools do you use to evaluate knowledge health, self-service success rates, and AI effectiveness? Discuss how you analyze customer feedback, usage patterns, and operational insights to drive continuous improvement.

Validating Content Readiness for Product Releases

What to coverHow do you partner with product and operations teams to validate knowledge readiness ahead of major software releases or process changes? Describe your testing methodologies and content gap analysis framework.

Translating Complex Information into Usable Guidance

What to coverProvide an approach for translating complex technical information or product requirements into clear, digestible guidance for diverse audiences, including customers and support staff.

Behavioural practice

Influencing Cross-Functional Teams Without Authority

What to coverDescribe a situation where you needed to align Support, Product, Operations, or Technology stakeholders around a new knowledge management or governance standard without having direct authority over them. Outline the situation, the specific actions you took to build consensus, and the resulting impact on cross-team collaboration.

Managing Competing Priorities in a Collaborative Environment

What to coverShare an example of how you prioritized competing demands between ongoing knowledge maintenance, urgent product release readiness, and AI enablement initiatives. Detail how you evaluated urgency, communicated trade-offs, and kept stakeholders informed.

Driving Change Adoption and Training Initiatives

What to coverTell me about a time you led a change adoption initiative or delivered training to help teams transition to a new knowledge-first way of working. Explain how you measured the success of the adoption and addressed resistance from users.

Adapting to Evolving Technologies and Cross-Timezone Operations

What to coverDiscuss an experience where you had to adapt quickly to emerging AI technologies or operate across different time zones to support international stakeholders. Highlight the specific communication strategies and organizational habits you used to ensure success.

Sharpen your knowledge

Topics to prepare

Retrieval-Augmented Generation and AI-Ready Knowledge Structures
Understand how knowledge bases feed into RAG architectures, prompt design, and AI assistants. Exercise: Draft a set of content structuring guidelines that improve chunking, retrieval quality, and response accuracy for LLM-powered support copilots. Relevance: Directly addresses the core requirement to optimize knowledge systems for AI assistants, copilots, and agentic workflows.
Content Taxonomy and Lifecycle Governance
Study methodologies for establishing taxonomies, content standards, and governance lifecycle processes. Exercise: Design a sample content lifecycle framework covering creation, review, curation, and archiving for customer support articles. Relevance: Aligns with the explicit duty to define and maintain content standards, governance practices, and lifecycle management processes.
Knowledge Health Measurement and Analytics
Examine frameworks for monitoring self-service success, knowledge health, and retrieval effectiveness. Exercise: Outline key performance indicators (KPIs) and metrics to evaluate content gap analysis and AI response accuracy. Relevance: Corresponds to the requirement to develop and use measurement tools to monitor knowledge health and AI effectiveness.
Cross-Functional Influence and Change Adoption
Explore strategies for influencing without authority and driving adoption across product, operations, and support teams. Exercise: Create a stakeholder engagement plan to pitch a new knowledge-first workflow to technical and non-technical teams. Relevance: Fulfills the requirement to partner successfully across Customer Support, Product, Operations, and Technology teams.

Skills to revise

Knowledge Management Platform Configuration
Gain hands-on proficiency with search-enabled knowledge systems, self-service portals, and automated support workflows. Exercise: Set up a categorized knowledge repository structure with metadata tags optimized for search discoverability. Relevance: Directly matches the required experience with knowledge management platforms and systems supporting search and automated workflows.
Salesforce Administrator and Agentforce Specialist Fundamentals
Familiarize yourself with Salesforce service cloud administration and Agentforce AI configuration. Exercise: Review Salesforce knowledge base setup and agentic copilot configuration documentation. Relevance: Directly targets the preferred Salesforce Administrator and/or Agentforce Specialist certifications noted in the posting.

Your preparation checklist

Draft an AI-Ready Content Taxonomy and Governance Framework
Create a sample document outlining content standards, categorization taxonomy, and lifecycle management rules designed specifically to optimize knowledge for retrieval-augmented generation (RAG) and automated support copilots.
Prepare a Portfolio Walkthrough of Knowledge Management Systems
Assemble case studies or project artifacts demonstrating your past experience with search-enabled knowledge platforms, self-service portals, or automated support workflows.
Build a Knowledge Health and AI Effectiveness Metric Dashboard Template
Design a framework of key performance indicators (KPIs) and readiness criteria to monitor self-service success rates, knowledge health, and retrieval accuracy.
Review Salesforce Administrator and Agentforce Concepts
Familiarize yourself with Salesforce service cloud administration, knowledge base configuration, and Agentforce specialist fundamentals to align with preferred qualification criteria.
Develop a Stakeholder Influence and Change Adoption Plan
Draft a communication and enablement strategy showing how you successfully partner with and influence cross-functional teams across Support, Product, Operations, and Technology without direct authority.
Formulate Thoughtful Questions for the Employer
Prepare targeted questions regarding their current knowledge ecosystem architecture, how AI copilots ingest support data, and success metrics for the Value & Impact Management team.

Availability last checked: 4 Nov 2026. Status can change after a check; confirm on the employer’s website. Report an issue · Our checking policy

KEEP EXPLORING

Similar AI jobs

Related skills and specializations in India. Matched to this role, not your profile.

Explore more jobs

Finding similar opportunities…