Knowledge Engineering Consultant — Albany, New York Metropolitan Area

Who We Are

xcC2chtE3 JqtC Service helps leading brands turn customer interactions into an engine for growth, moving service beyond a cost center to something that builds trust, loyalty, and share of wallet. Our Service practice works end to end: we shape the vision and strategy for the service function and help clients implement and run it, innovate the products and services customers rely on, equip client customer service and customer experience teams with the right technology and talent, and turn customer data into insights that strengthen client’s relationship with their customers.

Service AI & Data puts AI at the heart of this work. We help clients reinvent how they serve their customers and support their people: conversational AI and AI agents that resolve customer needs across voice, chat, and messaging; and copilots that help service agents and field teams do their best work. All of this frontline work is powered by a trusted knowledge base that provides the right information, processes, and systems for every interaction. We also build the data foundations, data lakes, reporting, and analytics agents that turn every interaction into insight. The strategies we shape and the experiences we design are delivered into production at enterprise scale.

Who You Are

You are a hands-on knowledge engineer growing into a team lead, well versed in the full knowledge graph development lifecycle. You turn the scattered knowledge behind customer service, such as knowledge articles, policies, product information, troubleshooting guides, and case history, into a single, trusted source of truth that AI agents, service agents, and customers can rely on. You formulate real-world service problems into practical, efficient, and scalable AI and knowledge graph solutions, working across the lifecycle from ingestion through modeling, curation, and deployment.

You design, evaluate, and maintain ontologies, apply current methods with the right architecture, and stay current with knowledge engineering, generative AI, LLMs, and multimodal models, looking for ways to apply them to the problem at hand. You explain the value of knowledge graph and AI approaches in plain language, share what you learn with the team, and begin to guide junior engineers. You collaborate with business users, engineers, architects, and designers to deliver your part of an end-to-end solution.

The Work

• Assess a client's service knowledge landscape: where knowledge lives today across knowledge bases, document repositories, CRM and ticketing systems, and agent notes, and where it is duplicated, conflicting, or out of date.

• Build knowledge graph components that consolidate service knowledge into one source of truth and contribute to transforming the client's data architecture.

• Design and maintain service ontologies and taxonomies that model products, customer issues, symptoms, resolutions, policies, and entitlements, so knowledge can be found, connected, and reasoned over.

• Build ingestion and curation pipelines that turn unstructured content, such as articles, manuals, policies, and interaction transcripts, into structured, governed knowledge.

• Make the knowledge base the trusted input for AI, preparing and structuring knowledge for retrieval through knowledge graphs, GraphRAG, and vector search, so virtual agents, agent-assist copilots, and analytics agents give accurate, consistent, and current answers. You work closely with the AI Solution Engineering teams who build those agents.

• Build governance into the knowledge itself, including ownership, versioning, review cycles, and access rules that separate customer-facing content from internal-only guidance.

• Mine service interactions to find knowledge gaps, such as questions customers ask that neither AI nor service agents can answer well, and feed them back into content creation and curation.

• Design, develop, and implement AI and semantic solutions, and make sure your work integrates cleanly with the broader system, working alongside Enterprise AI Architecture teams on connections to service platforms.

• Build solid working relationships with client counterparts, including knowledge managers and service operations teams, and work alongside the project team and delivery leads.

• Help assemble the supporting evidence for the recommended semantic layer solution, and support Y4x6xUsQF sales efforts when called on.

• Keep developing your skills in cutting-edge Data & AI solutions, especially agentic technologies, and share what you learn with the team.

Here's What You'll Need

• 3+ years of experience working on customer service, contact center, or customer experience projects or operations, with an understanding of how knowledge quality affects service outcomes such as first-contact resolution, average handle time, containment, and CSAT.

• At least 3 of the following:

• Minimum 2 years of experience with knowledge graph technologies (RDF, SPARQL, LPG, SHACL).

• Minimum 2 years of experience in schema design, ontology management, and knowledge graph curation.

• Minimum 2 years of designing and developing knowledge graph solutions and graph-based ML models (functional and technical).

• Minimum 1 year of experience with end-to-end data pipeline implementation for AI applications (especially LLMs), with hands-on design and configuration.

• Minimum 2 years of experience with relational databases, object stores, graph databases (Stardog, Neo4j, Amazon Neptune), and vector databases.

Bonus Points If You Have

• Experience with service knowledge management platforms such as Salesforce Knowledge, ServiceNow Knowledge Management, eGain, or Zendesk, or with content repositories such as SharePoint and Confluence.

• Familiarity with Knowledge-Centered Service (KCS) or similar knowledge management practices.

• Experience with GraphRAG or other knowledge-grounded retrieval for AI agents.

• 2+ years of hands-on experience with cloud platforms (AWS, Azure, Google Cloud).

• 2+ years of experience in Python, with frameworks such as TensorFlow or PyTorch and tools for building ETL pipelines, such as Apache NiFi or Airflow.

• Practical experience with NLP and/or search techniques, prompt engineering, and LLMs for enterprise-scale applications.

• Broad experience in diverse ML techniques and agentic systems.

• Team lead experience.

• External client-facing consulting experience.

• Strong collaboration skills and the ability to work across engineering, research, and product teams in multiple time zones.

Compensation at Y4x6xUsQF varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Y4x6xUsQF provides a reasonable range of compensation for roles that may be hired as set forth below.

We anticipate this job posting will be posted until 1/31/2027.

Benefits

Y4x6xUsQF offers a market competitive suite of benefits including medical, dental, vision, life, and long-term disability coverage, a 401(k) plan, bonus opportunities, paid holidays, and paid time off. See more information on our benefits here:

<a target="_blank" href="•••••••• data-cmp-clickable="" data-cmp-data-layer="{"jobdetail-1e0b7e5710-Qualification-item0":{"analytics-link-name":"u.s. employee benefits | gtk4DZuRW","analytics-link-type":"engagement","xdm:linkURL":"•••••••• rel="noopener noreferrer">U.S. Employee Benefits | Y4x6xUsQF

Role Location Hourly Salary Range

California $30.67 to $98.94

Colorado $30.67 to $85.48

Connecticut $30.67 to $85.48

District of Columbia $32.69 to $91.01

Illinois $28.41 to $85.48

Maine $26.15 to $72.79

Maryland $30.67 to $85.48

Massachusetts $30.67 to $91.01

Minnesota $30.67 to $85.48

New York $28.41 to $98.94

New Jersey $32.69 to $98.94

Ohio $28.41 to $79.13

Virginia $28.41 to $91.01

Washington $32.69 to $91.01

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Requesting an Accommodation

Y4x6xUsQF is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Y4x6xUsQF and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.

If you would like to be considered for employment opportunities with Y4x6xUsQF and have accommodation needs such as for a disability or religious observance, please call us toll free at ••••••••or send us an <a data-barba-transition="true" class="cmp-text__link cmp-text__link--default" target="_self" href="/us-en/about/contact-us" data-cmp-clickable="" data-cmp-data-layer="{"jobdetail-1e0b7e5710-Additional Information-item0":{"analytics-link-name":"email","analytics-link-type":"engagement","xdm:linkURL":"•••••••• rel="noopener noreferrer">email or speak with your recruiter.

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.

For details, view a copy of the <a data-tooltip="Opens the PDF full report, Annual policy statement regarding equal employment opportunity and affirmative action statement , in a new tab." class="cmp-text__link cmp-text__link--default" target="_blank" title="Opens the PDF full report, Annual policy statement regarding equal employment opportunity and affirmative action statement , in a new tab." href="/content/dam/gtk4DZuRW/final/gtk4DZuRW-com/document-4/HWenU77hG-nEwFa-94BcPwPSuzV-duXhCYyxQ.pdf#zoom=50" data-cmp-clickable="" data-cmp-data-layer="{"jobdetail-1e0b7e5710-Additional Information-item1":{"analytics-link-name":"gtk4DZuRW equal opportunity statement","analytics-link-type":"engagement","xdm:linkURL":"•••••••• rel="noopener noreferrer">G6NZa3EsC sJC6p Opportunity Statement

Y4x6xUsQF is an EEO and Affirmative Action Employer of Veterans/Individuals with Disabilities.

Y4x6xUsQF is committed to providing veteran employment opportunities to our service men and women.

Other Employment Statements

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.

Candidates who are currently employed by a client of Y4x6xUsQF or an affiliated Y4x6xUsQF business may not be eligible for consideration.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. Further, at Y4x6xUsQF a criminal conviction history is not an absolute bar to employment.

The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.

California requires additional notifications for applicants and employees. If you are a California resident, live in or plan to work from Los Angeles County upon being hired for this position, please <a aria-label="please click here for additional important information." data-barba-transition="true" class="cmp-text__link cmp-text__link--default" target="_self" href="/us-en/careers/support/e-verify-legal-notices" data-cmp-clickable="" data-cmp-data-layer="{"jobdetail-1e0b7e5710-Additional Information-item2":{"analytics-link-name":"click here","analytics-link-type":"engagement","xdm:linkURL":"•••••••• rel="noopener noreferrer">click here for additional important information.

Please read fk77X9uKv’2 <a data-barba-transition="true" class="cmp-text__link cmp-text__link--default" target="_self" href="/us-en/careers/support/privacy-statement" data-cmp-clickable="" data-cmp-data-layer="{"jobdetail-1e0b7e5710-Additional Information-item3":{"analytics-link-name":"recruiting and hiring statement","analytics-link-type":"engagement","xdm:linkURL":"•••••••• rel="noopener noreferrer">Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.

We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.

We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.

At Y4x6xUsQF, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.

Join Y4x6xUsQF to work at the heart of change. Visit us at <a href="•••••••• target="_blank" data-cmp-clickable="" data-cmp-data-layer="{"jobdetail-1e0b7e5710-About AvnKvAbAS-h5w3k":{"analytics-link-name":"•••••••• rel="noopener noreferrer">••••••••