AI Ops Specialist: Troubleshooting & Escalations

Cognizant; Muntinlupa; Presencial; PHP 1.000.000 - 1.800.000; Jornada completa

Descripción de la vacante

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

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

AI operations

Prompt engineering

Root-cause analysis

Technical communication

Troubleshooting

QA/testing

Descripción del empleo

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