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 productive 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

📌 SPE-CX-Backoffice Helpdesk (India)
🏢 Cognizant
📍 India