{"id":2529514,"url":"https://alion.io/job/blackbaud-senior-knowledge-engineer-ai-enablement-knowledge-systems","title":"Senior Knowledge Engineer, AI Enablement & Knowledge Systems","company":{"id":36535,"name":"Blackbaud","domain":"blackbaud.com","url":"https://alion.io/company/blackbaud","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"AI/ML","role_family":"AI/ML","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Hyderabad, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":22000,"max_usd":46000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":27},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agentforce","optional":false},{"name":"Agentic Workflows","optional":false},{"name":"AI Agents","optional":false},{"name":"RAG","optional":false}],"status":"live","first_seen_at":"2026-09-22T00:00:00Z","employer_posted_date":"2026-09-22","last_verified_at":"2026-10-14T16:59:24Z","board_verified":true,"closed_at":null,"days_open":22,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":22},"description":"Senior Knowledge Engineer, AI Enablement & Knowledge Systems\nWe 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.\nThis 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.\nSuccess 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.\nWork Location and Schedue:\nWork Location: Sky tech, Financial District, Hyderabad, India\nWork Schedule:\nThis role supports internal customers, partners, and stakeholders who primarily operate during U.S. business hours.\nAbility 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.\nLimited holiday coverage may be required based on business needs.\nWhat You'll Do\nKnowledge Strategy & Governance\nDesign and optimize the knowledge ecosystem that supports customers, support professionals, self-service experiences, and AI-enabled support capabilities.\nDefine and maintain content standards, governance practices, taxonomy, and lifecycle management processes.\nEnsure knowledge remains accurate, trusted, discoverable, and reusable across support channels and experiences.\nPartner with product and support teams to proactively capture, curate, and continuously improve knowledge at scale.\nAI Enablement & Knowledge Systems\nEnsure knowledge systems are structured and optimized to power AI assistants, copilots, self-service experiences, and agentic workflows.\nPartner with Operations, AI, and Technology teams to improve AI performance through effective knowledge design, retrieval, and governance\nDefine standards for AI-ready knowledge, including content structure, retrieval quality, and response accuracy.\nIdentify and implement opportunities to leverage AI to improve knowledge creation, maintenance, and discovery.\nMeasurement, Validation & Readiness\nDevelop and use measurement tools to monitor knowledge health, self-service success, and AI effectiveness.\nAnalyze trends, usage patterns, customer feedback, and operational insights to identify opportunities for improvement.\nValidate knowledge readiness for product releases, process changes, and AI-enabled experiences through testing and content gap analysis.\nPartner with stakeholders to identify risks, improve quality, and drive continuous improvement.\nPartnership & Enablement\nAct as a steward of the Customer Support knowledge ecosystem, influencing how knowledge is created, maintained, shared, and consumed across teams and platforms.\nPartner across Customer Support, Product, Operations, and Technology teams to improve customer and employee experiences.\nAdvocate for knowledge-first and AI-enabled ways of working that improve efficiency, consistency, and customer outcomes.\nServe as a trusted subject matter expert on knowledge strategy, self-service, and AI-enabled support capabilities.\nWhat you’ll bring\n3+ years of experience in knowledge management, content strategy, self-service, customer support operations, or a related field, ideally within a support or service organization.\nExperience with knowledge management platforms or systems that support search, self-service, AI assistants, copilots, or automated workflows.\nSalesforce Administrator and/or Agentforce Specialist certification preferred.\nExperience creating and maintaining content standards, taxonomy, governance practices, and content lifecycle processes.\nFamiliarity with AI concepts such as retrieval-augmented generation (RAG), prompt design, knowledge retrieval, evaluation, or AI governance.\nExperience using data, customer feedback, and operational insights to identify trends, measure effectiveness, and drive improvements.\nAbility to translate complex information into clear, usable content, processes, and guidance for diverse audiences.\nStrong analytical skills, including the ability to build or interpret frameworks, business requirements, success measures, and readiness criteria.\nProven ability to influence without authority and successfully partner across Customer Support, Product, Operations, and Technology teams.\nExcellent written and verbal communication skills, including experience delivering training, enablement, or change adoption initiatives.\nCurious, adaptable, and energized by emerging technologies and evolving customer expectations.\nStay up to date on everything Blackbaud, follow us on Linkedin, X, Instagram, Facebook and YouTube \nBlackbaud 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.\nBlackbaud 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.","description_format":"text","description_chars":6250,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Nonprofits & Foundations","Nonprofit, Church & Membership Software"],"lifecycle":[{"event":"open","at":"2026-10-14T12:35:29Z"}],"visa":[],"liveness":{"score":50,"band":"ok","label":"Likely open","p_open":1,"p_active":0.663,"p_room":0.75,"age_days":22,"expected_fill_days":23,"reasons":["conf:1","win:late"],"computed_at":"2026-10-14T18:27:00Z"},"pay":null,"html_url":"https://alion.io/job/blackbaud-senior-knowledge-engineer-ai-enablement-knowledge-systems","json_url":"https://alion.io/job/blackbaud-senior-knowledge-engineer-ai-enablement-knowledge-systems.json","meta":{"generated_at":"2026-10-14T18:27:00Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":23936,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-15T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":36535},"rest":"https://alion.io/mcp/rest/get_company?id=36535"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fblackbaud-senior-knowledge-engineer-ai-enablement-knowledge-systems"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fblackbaud-senior-knowledge-engineer-ai-enablement-knowledge-systems"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fblackbaud-senior-knowledge-engineer-ai-enablement-knowledge-systems"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/blackbaud-senior-knowledge-engineer-ai-enablement-knowledge-systems\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fblackbaud-senior-knowledge-engineer-ai-enablement-knowledge-systems"}]}