Job Summary
Serve as a subject matter expert in customer experience backoffice helpdesk operations for an MNC applying generative AI prompt engineering agentic AI and RAG solutions to optimize support workflows improve query resolution quality and enhance internal customer satisfaction in a hybrid work model while collaborating across tech teams.
Responsibilities
- Apply generative AI techniques to analyze backoffice helpdesk interactions and identify recurring patterns that support continuous improvement in customer experience and operational efficiency
- Design detailed prompt structures and prompt templates that enable consistent and accurate AI generated responses for internal customer support queries within the backoffice helpdesk environment
- Configure and optimize agentic AI workflows that coordinate multiple AI agents to handle complex support scenarios and reduce manual intervention for routine tasks in the helpdesk process
- Implement retrieval augmented generation RAG solutions to connect AI models with enterprise knowledge sources ensuring that responses are grounded in up to date policies procedures and technical information
- Monitor AI system performance across generative AI agentic AI and RAG components and provide data driven insights that help stakeholders refine models rules and workflows for better service outcomes
- Collaborate with tech teams and process owners to translate helpdesk pain points into AI enabled solutions that streamline ticket triage escalation handling and resolution steps
- Create and maintain structured knowledge artifacts that capture how AI solutions should be used by helpdesk analysts including usage guidelines troubleshooting steps and best practices for prompt engineering
- Conduct impact assessments on AI enabled backoffice improvements documenting measurable benefits such as reduction in resolution time higher accuracy of responses and improved satisfaction scores for internal customers
- Support the integration of AI tools into existing helpdesk platforms and backoffice systems by mapping data flows user journeys and process touchpoints in line with organizational standards
- Provide hands on support to helpdesk staff in using AI powered tools explaining how prompts agent workflows and RAG knowledge retrieval can make daily tasks faster more accurate and more consistent
- Analyze operational metrics from helpdesk and backoffice systems including ticket volumes resolution trends and error rates to recommend AI driven enhancements that align with company objectives and social impact goals
- Coordinate with compliance and data protection stakeholders to ensure that generative AI and RAG solutions used in the helpdesk context respect privacy rules data handling practices and ethical guidelines
- Document detailed user stories process maps and configuration notes for AI solutions so that future enhancements and maintenance activities can be managed efficiently by tech and operations teams
- Evaluate emerging generative AI and agentic AI capabilities relevant to backoffice support and prepare concise assessments on how these technologies can help the company deliver better experiences for stakeholders and society
- Assist in defining acceptance criteria for AI related changes in helpdesk workflows ensuring that deployed solutions are stable explainable and aligned with service quality expectations
- Support internal training initiatives by preparing simple use case based examples that demonstrate how generative AI and prompt engineering improve day to day backoffice operations for the helpdesk team
- Identify operational risks associated with AI adoption in the helpdesk context and propose mitigation strategies such as monitoring controls fallback procedures and human review steps
- Partner with reporting teams to build meaningful visualizations and summaries showing how AI solutions impact helpdesk throughput accuracy and experience outcomes across the organization
- Participate in continuous improvement discussions and sprint activities where helpdesk teams and tech stakeholders refine AI capabilities to serve both business needs and wider community impact
- Assist in mapping the end to end lifecycle of helpdesk tickets from intake to closure and propose targeted AI interventions that remove bottlenecks and enhance transparency for internal customers
Qualifications
- Demonstrate between two and four years of professional experience in technology focused roles with direct work on generative AI prompt engineering agentic AI and retrieval augmented generation implementations
- Bring strong proficiency in core technical skills covering generative AI model usage prompt design RAG pipeline configuration and orchestration of agentic AI systems for support and backoffice scenarios
- Show solid exposure to tech domain environments such as enterprise software platforms or technology service organizations where backoffice helpdesk or support operations play a central role
- Possess practical experience in designing AI assisted workflows for backoffice operations including ticket handling knowledge retrieval and automated guidance for support analysts in tech domains
- Exhibit understanding of hybrid work practices by effectively collaborating with onsite and remote stakeholders and using digital tools to coordinate AI solution deli
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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