Knowledge Engineering Consultant (AI)

Location: Hybrid role based at one of the listed hirify.global offices in the United States

Hourly salary range: $26.15–$98.94, depending on office location, role, skills, and experience.

Company

hirify.global is a global professional services company helping organizations build digital capabilities and improve operations through technology, cloud, data, AI, and industry expertise.

What you will do

• Assess customer-service knowledge across knowledge bases, document repositories, CRM and ticketing systems, and agent notes.
• Build knowledge graph components, semantic solutions, ingestion pipelines, and curation workflows that create a trusted source of truth.
• Design and maintain ontologies and taxonomies covering products, customer issues, symptoms, resolutions, policies, and entitlements.
• Prepare governed knowledge for AI retrieval through knowledge graphs, GraphRAG, and vector search, supporting virtual agents, copilots, and analytics agents.
• Implement governance for ownership, versioning, review cycles, and access rules; identify knowledge gaps from service interactions and feed them into content curation.
• Collaborate with client knowledge managers, service operations teams, engineers, architects, designers, and delivery leads; support solution evidence and sales efforts when needed.

Requirements

• 3+ years of experience in customer service, contact center, or customer experience projects or operations, with understanding of knowledge quality metrics such as first-contact resolution, average handle time, containment, and CSAT.
• At least 3 of the following: 2+ years with knowledge graph technologies including RDF, SPARQL, LPG, or SHACL; 2+ years in schema design, ontology management, and knowledge graph curation; 2+ years designing knowledge graph solutions and graph-based ML models; 1+ year implementing end-to-end data pipelines for AI or LLM applications; or 2+ years with relational, object, graph, and vector databases.
• Hands-on ability to formulate service problems into practical, efficient, and scalable AI and knowledge graph solutions from ingestion through modeling, curation, and deployment.
• Experience designing, evaluating, and maintaining ontologies and explaining knowledge graph and AI approaches in plain language.
• Ability to collaborate across business, engineering, architecture, design, research, and product stakeholders.
• Applicants for employment in the U.S. must have work authorization that does not now or in the future require visa sponsorship.

Nice to have

• Experience with Salesforce Knowledge, ServiceNow Knowledge Management, eGain, Zendesk, SharePoint, or Confluence.
• Familiarity with Knowledge-Centered Service or similar knowledge management practices.
• Experience with GraphRAG, knowledge-grounded retrieval, NLP, search techniques, prompt engineering, LLMs, and agentic systems.
• 2+ years of hands-on experience with AWS, Azure, or Google Cloud.
• 2+ years of Python experience with TensorFlow or PyTorch and ETL tools such as Apache NiFi or Airflow.
• Team lead, external client-facing consulting, and broad ML experience.
• Strong collaboration across engineering, research, and product teams in multiple time zones.

Culture & Benefits

• Hybrid work across listed hirify.global offices in the United States.
• Medical, dental, vision, life, and long-term disability coverage.
• 401(k) plan, bonus opportunities, paid holidays, and paid time off.
• Inclusive workplace with equal employment opportunity and reasonable accommodation support.