AI Operations Lead: Troubleshooting & Escalations

Cognizant

Quezon City

On-site

PHP 900,000 - 1,300,000

Full time

4 days ago

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Job summary

Cognizant is seeking an experienced AI Operations SME / Agent Specialist in the Philippines to serve as an escalation point for complex AI and agent-related issues. You will diagnose failures across prompts, context, workflows, tools, policies, and agent behavior, translating recurring issues into actionable improvements for Operations, Product and Engineering teams.

The ideal candidate combines hands-on Generative AI experience with structured troubleshooting, root-cause analysis and clear

Qualifications

5–8 years of experience in AI operations, automation, QA/testing, or technical support.
Hands-on experience with Generative AI and prompt/context engineering.
Ability to perform structured root-cause analysis and document findings.

Responsibilities

Serve as escalation point for complex AI issues beyond standard playbooks.
Diagnose failures in prompts, context, workflows, tools, and agent behavior.
Conduct root-cause analysis using logs and supporting information.
Differentiate AI/model issues from data gaps, policy gaps, or tool failures.
Reproduce issues and document findings for Product/Engineering.
Develop troubleshooting guides and operational playbooks.
Coach Operations teams on advanced troubleshooting and escalation paths.
Identify recurring failure patterns and provide feedback to Product/Engineering.