Job Summary
This hybrid backoffice helpdesk role supports customer experience teams by applying generative AI prompt engineering Claude agentic AI RAG and context engineering to streamline service workflows and knowledge management enabling efficient resolution of complex queries while enhancing operational quality and contributing to more reliable and scalable digital support services across the organization.
Responsibilities
Design efficient prompts for generative AI systems to optimize accuracy relevance and tone in automated customer support responses while continuously refining patterns based on operational feedback and measurable service outcomes.Configure and maintain Claude based solutions for backoffice helpdesk workflows to improve response quality reduce manual effort and support complex query handling through robust conversational and analytical capabilities.Implement agentic AI frameworks to orchestrate multi step support tasks including data retrieval processing and escalation enabling seamless collaboration between human agents and AI driven tools for improved resolution speed.Develop and optimize RAG pipelines that integrate enterprise knowledge sources to deliver context aware responses ensuring that helpdesk outputs remain aligned with current policies procedures and product information.Apply context engineering techniques to structure and tag support content so that AI systems can reliably interpret customer issues enabling more precise troubleshooting recommendations and knowledge retrieval.Monitor performance metrics for generative AI powered workflows in the backoffice environment and adjust configurations models and prompts to improve accuracy response times and operational stability.Collaborate with customer experience stakeholders to translate service requirements into AI solutions that support ticket triage categorization prioritization and routing for improved case management.Document AI workflows prompt templates RAG architectures and agentic task flows in clear operational guides for helpdesk teams to ensure consistent usage onboarding and knowledge transfer.Conduct periodic reviews of AI outputs for quality risk and compliance across helpdesk use cases and propose targeted improvements that strengthen trust and reliability of automated assistance.Coordinate with engineering and platform teams to integrate AI components into existing helpdesk tools and dashboards ensuring secure data handling and smooth adoption by operations staff.Provide technical support for AI related incidents in backoffice environments including error diagnosis configuration correction and coordination of fixes to minimize disruption to customer service.Analyze support interaction data to identify patterns where generative AI and agentic automation can further reduce repetitive manual work and contribute to better experience for internal and external users.Engage in continuous learning and experimentation with emerging generative AI and context engineering techniques to keep the helpdesk ecosystem aligned to industry best practices and evolving organizational needs.
Qualifications
Bring two to four years of experience in backoffice helpdesk or technical support environments with hands on delivery of generative AI powered solutions that directly improve operational efficiency.Demonstrate strong technical proficiency in generative AI prompt engineering Claude agentic AI RAG and context engineering with practical experience deploying and tuning these capabilities in production support workflows.Possess good to have skills in AI model evaluation data preprocessing and support analytics enabling stronger performance monitoring and continuous improvement of AI driven helpdesk services.Offer required domain understanding of customer experience operations and support processes along with good to have familiarity with enterprise service management practices and digital CX platforms.Work in a hybrid model combining on site collaboration with remote execution ensuring effective participation in team ceremonies design discussions and operational reviews.Operate comfortably in day shift schedules aligning with standard business hours to support backoffice helpdesk operations and cross functional coordination activities.Require no regular business travel for this role while remaining open to occasional visits to company locations when needed for collaboration or training.
关于高知特 (Cognizant)
高知特(Cognizant)（纳斯达克代码：CTSH）作为一家AI Builder和相关技术服务提供商，致力于通过打造全栈AI解决方案，帮助企业将人工智能投资转化为实际价值。公司凭借深厚的行业经验、流程优化和工程技术专长，将企业独特的业务场景融入科技系统，赋能组织释放人才潜能，推动切实成果，并帮助全球企业在瞬息万变的环境中保持领先。如需了解更多详情，敬请访问 cognizant.ai 或关注@cognizant。
补充雇佣信息
薪酬信息截至本职位发布之日为准。Cognizant 保留在适用法律允许的范围内随时修改该信息的权利。
申请人可能需要通过现场面试或视频会议的方式参加面试。此外，候选人在每次面试时可能需要出示其当前所在州或政府签发的有效身份证件。
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