Sr Manager, CS Knowledge Engineer
Core
Lead the evolution of a modern Knowledge Management ecosystem and AI capabilities to serve as the intelligence backbone for Customer Support, enabling both human agents and autonomous workflows.
Role type
Senior Manager, Knowledge & AI Strategy
Builds
A unified intelligence layer connecting knowledge, training, digital experience, and GenAI/Agentic AI for Customer Support.
Domain
SaaS / Enterprise Software / Customer Support / Generative AI
Deliverable
production ML models | product features | dashboards & analysis
Required skills
Strategic leadership, Knowledge Management (KCS), GenAI and Agentic AI strategy, Digital transformation, Cross-functional partnership, Change management, Data-driven decision making, Team building and talent acquisition.
Preferred skills
Experience in highly matrixed organizations, SaaS or enterprise software environment, AI-enabled initiatives, Systems-oriented thinking.
Technologies
GenAI, Agentic AI, RAG, KCS, Digital Support Platforms
Responsibilities
Provide strategic and operational leadership for a multidisciplinary team spanning Digital Support, Enablement, Knowledge, and AI; Lead the evolution of the digital support experience leveraging knowledge and AI; Design and scale targeted training and readiness programs; Advance GenAI and Agentic AI capabilities for intelligent triage, agent guidance, and automation; Lead the evolution of a modern Knowledge Management ecosystem to support AI reasoning and retrieval; Operate as a delegated representative of Customer Support leadership in cross-functional forums.
Seniority
Senior Manager, hands-on IC with people management
