AI Ops Specialist

Cognizant; Muntinlupa; Sur place; PHP 1 000 000 - 1 800 000; Plein temps

Résumé du poste

Cognizant is seeking an experienced AI Operations SME / Agent Specialist in Metro Manila to serve as an escalation point for complex AI and agent-related operational issues. The role focuses on diagnosing 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

Qualifications

• 5–8 years of experience in AI operations, automation, product operations, QA/testing, or technical support.
• Strong hands-on experience with Generative AI and AI-enabled workflows.
• Experience troubleshooting complex AI or automated workflows.
• Understanding of AI agent behavior, tools, guardrails, retries and escalation logic.
• Experience creating troubleshooting documentation and operational playbooks.

Responsabilités

• Serve as escalation point for complex AI-related issues beyond standard playbooks.
• Diagnose failures across prompts, context, workflows, tools, policies and agent behavior.
• Perform structured root-cause analysis using logs and context.
• Differentiate AI/model issues from data, policy, workflow and tool gaps.
• Develop and maintain advanced troubleshooting guides and knowledge articles.
• Coach Operations teams on advanced troubleshooting and escalation paths.
• Support prompt testing, regression testing, and defect reproduction as needed.

Connaissances

AI operations

Prompt engineering

Root-cause analysis

Technical communication

Troubleshooting

QA/testing

Description du poste

Role Overview We are looking for an experienced AI Operations SME / Agent Specialist to serve as an 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.

Role Overview We are looking for an experienced AI Operations SME / Agent Specialist to serve as an 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.

The protection of your personal data is important to us. Before you proceed with your application please carefully read Cognizant's Privacy Notice to understand what personal data we collect when you apply, what we do with your data, and what rights you have. [ Link of Cognizant's Data Privacy - Link to Cognizant's Privacy Notice: cognizant.com/en_us/general/documents/Cognizant_Candidate_Privacy_Notice.pdf ] I hereby confirm that I have read and understood Cognizant's Candidate Privacy Notice. I am also giving consent to the processing of my personal data for the purposes outlined in the notice. I acknowledge, that I have read, understood, and have given my consent to the terms stated on the Candidate's Privacy Notice, including those related to sharing of my personal information with third parties and to cross-border transfer of such personal information.