Senior Knowledge Engineer, AI Enablement & Knowledge Systems

Senior Knowledge Engineer, AI Enablement & Knowledge Systems

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. As Customer Support continues evolving toward more AI-assisted, self-service, and agentic support experiences, you will help ensure knowledge is accurate, discoverable, trusted, and structured for both human and AI consumption. You will serve as the bridge between knowledge strategy, digital experiences, and AI enablement, ensuring knowledge is optimized to support scalable resolution across every support channel. Based on the evolution of AI and knowledge management within Customer Support, knowledge quality, governance, retrieval, and usability are increasingly foundational to AI effectiveness and support outcomes.

Success in this role will be measured not only by the health of knowledge assets, but by the effectiveness of the customer, support professional, self-service, and AI experiences that depend upon them.

Work Location and Schedue:

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.
- Ability to work a schedule aligned with U.S. business hours, generally 9:00 AM to 5:00 PM Eastern Time (ET), including participation in meetings, consultations, and other business-critical activities during that time.
- Limited holiday coverage may be required based on business needs.

What You'll Do

Knowledge Strategy & Governance

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.

AI Enablement & Knowledge Systems

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.

Measurement, Validation & Readiness

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.

Partner with stakeholders to identify risks, improve quality, and drive continuous improvement.

Partnership & Enablement

Act as a steward of the Customer Support knowledge ecosystem, influencing how knowledge is created, maintained, shared, and consumed across teams and platforms.

Partner across Customer Support, Product, Operations, and Technology teams to improve customer and employee experiences.

Advocate for knowledge-first and AI-enabled ways of working that improve efficiency, consistency, and customer outcomes.

Serve as a trusted subject matter expert on knowledge strategy, self-service, and AI-enabled support capabilities.

What you’ll bring

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.

Salesforce Administrator and/or Agentforce Specialist certification preferred.

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.

Curious, adaptable, and energized by emerging technologies and evolving customer expectations.

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Blackbaud powers social impact through purpose‑driven technology and responsible AI. Guided by our Intelligence for Good® vision, we’re building a culture where innovation, trust, and human expertise come together to help organizations make a greater difference in the world.

Blackbaud is proud to be an equal opportunity employer and is committed to maintaining an inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.