About the Role

The Knowledge Engineering Lead is responsible for the architecture and quality of the knowledge base that powers AI-driven customer support. This is not a content production role; it is a structural and strategic role focused on ensuring knowledge is organized, tagged, and formatted so AI agents can reliably retrieve and apply it. The Lead defines taxonomy, metadata standards, retrieval patterns, and AI-readiness criteria, and guides the Knowledge Engineers in implementing these standards at scale.

What You Will Do

• Own the structural design of the knowledge base taxonomy, metadata schema, article formats, and hierarchy
• Define and enforce AI-readiness standards: what does good knowledge look like for AI retrieval and use?
• Establish retrieval quality benchmarks and work with AI Engineers to validate that content is being correctly surfaced
• Guide Knowledge Engineers in applying information architecture pr...