Senior Knowledge Engineer, AI Enablement & Knowledge Systems

We 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 team-oriented environment, partnering across Support, Product, Operations, and Technology teams to improve how knowledge is created, maintained, shared, and utilized.

This 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.

Success 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.

Work Location and Schedue:
Work Location: Sky tech, Financial District, Hyderabad, India
Work Schedule:
- This role supports internal customers, partners, and stakeholders who primarily operate during U.S. business hours.
- Ability 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.
- Limited holiday coverage may be required based on business needs.

What You'll Do
Knowledge Strategy & Governance
Design and optimize the knowledge ecosy

📌 Senior Knowledge Engineer, AI Enablement (Hyderabad)
🏢 Blackbaud
📍 Hyderabad