Senior AI Operations & Troubleshooting Specialist

Cognizant

Quezon City

On-site

PHP 800,000 - 1,600,000

Full time

5 days ago

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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.