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.
About Cognizant:
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.
Additional employment information
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.
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