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
Sobre a Cognizant
Cognizant (NASDAQ: CTSH) é uma construtora de IA e fornecedora de serviços de tecnologia, criando a ponte entre o investimento em IA e o valor para as empresas por meio do desenvolvimento de soluções de IA completas para nossos clientes. Nossa profunda experiência em setores, processos e engenharia nos permite incorporar o contexto único de cada organização em sistemas tecnológicos que potencializam a capacidade humana, geram resultados tangíveis e mantêm empresas globais à frente em um mundo em rápida transformação. Saiba mais em cognizant.ai ou @cognizant.
A Cognizant é uma empregadora que investe em equidade. Sua candidatura não será pautada em raça, cor, gênero, sexualidade, credo, origem, deficiência, gravidez ou qualquer outra característica protegida pelas leis brasileiras.
Informações adicionais de emprego
Os candidatos podem ser obrigados a comparecer a entrevistas presenciais ou por videoconferência. Além disso, os candidatos podem ser obrigados a apresentar seu documento de identificação emitido pelo estado ou governo atual durante cada entrevista.
Embora nosso sistema permita a candidatura em todos os idiomas, o(s) idioma(s) e o(s) nível(is) de proficiência exigidos para o trabalho variam. No entanto, é necessário um nível básico de inglês para fins de comunicação em toda a empresa.
A Cognizant é uma empregadora que investe em equidade. Sua candidatura não será pautada em raça, cor, gênero, sexualidade, credo, origem, deficiência, gravidez ou qualquer outra característica protegida pelas leis brasileiras.
Se você tem uma deficiência que requer adaptações razoáveis para procurar uma vaga de emprego ou enviar uma candidatura, envie um e-mail para [email protected] com sua solicitação e informações de contato.