Senior Knowledge Engineer, AI Enablement & Knowledge Systems

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 collaborative 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 ecosystem that supports customers, support professionals, self-service experiences, and AI-enabled support capabilities.  Define and maintain content standards, governance practices, taxonomy, and lifecycle management processes.  Ensure knowledge remains accurate, trusted, discoverable, and reusable across support channels and experiences.  Partner with product and support teams to proactively capture, curate, and continuously improve knowledge at scale.   AI Enablement & Knowledge Systems  Ensure knowledge systems are structured and optimized to power AI assistants, copilots, self-service experiences, and agentic workflows.   Partner with Operations, AI, and Technology teams to improve AI performance through effective knowledge design, retrieval, and governance  Define standards for AI-ready knowledge, including content structure, retrieval quality, and response accuracy.   Identify and implement opportunities to leverage AI to improve knowledge creation, maintenance, and discovery.