AI Operations SME

Cognizant; Quezon City; On-site; PHP 800,000 - 1,600,000; Full time

Job summary

Cognizant Philippines is seeking an experienced AI Operations SME / Agent Specialist to act as a senior escalation point for complex AI and agent-related operational 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

Qualifications

• 5–8 years of experience in AI operations, automation, QA/testing, or technical support.
• Hands-on experience with Generative AI and AI-enabled workflows.
• Structured troubleshooting, root-cause analysis, and technical communication experience.

Responsibilities

• Serve as escalation point for complex AI-related issues beyond standard playbooks.
• Diagnose failures in prompts, context, workflows, tools, policies, and agent behavior.
• Perform structured root-cause analysis using logs and context.
• Differentiate AI/model failures from data/policy/workflow issues.
• Document findings to support Product and Engineering investigations.
• Develop and maintain advanced troubleshooting guides and playbooks.
• Coach Operations teams on complex scenarios and escalation paths.
• Translate recurring failures into actionable feedback for Product, Eng., and Ops.

Skills

Generative AI

Prompt engineering

Root-cause analysis

Technical communication

AI operations

Troubleshooting

Job description

We are looking for an experienced AI Operations SME / Agent Specialist to serve as a senior escalation point for complex AI and agent-related operational issues. The role will focus on diagnosing failures across prompts, context, workflows, tools, policies, and agent behavior, and translating recurring issues into actionable improvements for Operations, Product, and Engineering teams.

The ideal candidate combines strong hands-on experience with generative AI and AI-enabled workflows with structured troubleshooting, root-cause analysis, and technical communication skills.

Key Responsibilities:

• Serve as the escalation point for complex AI-related issues that cannot be resolved through standard operational playbooks.
• Diagnose failures involving prompts, context, workflows, tools, policies, and repeated agent behavior.
• Perform structured root-cause analysis of recurring AI workflow issues using available logs, context, and supporting information.
• Differentiate AI/model-related failures from data gaps, policy gaps, workflow issues, and tool failures.
• Reproduce issues and document findings clearly to support Product and Engineering investigation.
• Develop and maintain advanced troubleshooting guides, knowledge articles, and operational playbooks.
• Coach Operations teams on complex troubleshooting scenarios and appropriate escalation paths.
• Identify recurring failure patterns and translate them into actionable feedback for Product, Engineering, and Operations.
• Support prompt testing, regression testing, edge-case validation, AI evaluation, and defect reproduction as needed.

Required Skills and Experience

• 5 to 8 years of experience in areas such as AI operations, automation, product operations, QA/testing, or technical support.
• Strong hands-on experience using Generative AI, including prompt and context engineering.
• Experience troubleshooting complex AI or automated workflows and performing structured root-cause analysis.
• Understanding of AI agent behavior, including agent actions, tools, guardrails, retries, workflows, and escalation logic.
• Demonstrated experience resolving complex workflow or system failures.
• Experience creating troubleshooting documentation, knowledge articles, or operational playbooks.
• Strong technical communication skills with the ability to work effectively across Operations, Product, and Engineering teams.
• AI testing experience is preferred and may become a larger part of the role as the program matures.

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