Knowledge Engineering Lead at MRI Software · Manila

Knowledge Engineering Lead Location: Manila, Philippines 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 principles to new and existing content Collaborate with the AI Support Architect to ensure knowledge structure aligns with agent behavior and orchestration design Audit and continuously improve the knowledge base to eliminate gaps, redundancy, and poor retrieval performance Lead knowledge taxonomy reviews and updates as products, processes, and AI capabilities evolve Partner with Knowledge Operations to ensure content freshness processes maintain structural integrity Contribute to tooling decisions for knowledge management platforms and AI integration What We Are Looking For Required Experience & Qualifications 5+ years of experience in knowledge engineering, information architecture, or technical content strategy Proven track record designing taxonomy, metadata, and structured content systems at scale Experience working in or alongside AI/NLP projects understanding of how retrieval-augmented generation (RAG) works is highly valued Background in global or enterprise support environments with large knowledge bases Familiarity with platforms such as Salesforce Knowledge, Zendesk Guide, Confluence, or similar Skills & Competencies Information architecture: taxonomy design, content modeling, metadata standards, and retrieval optimization AI/RAG understanding: how LLMs consume and retrieve structured knowledge, and what makes content AI-ready Content quality assessment: ability to audit large content libraries and identify structural weaknesses Cross-functional collaboration: working closely with AI engineers, support SMEs, and product teams Attention to detail and ability to enforce standards consistently across a growing team Analytical mindset for diagnosing retrieval failures and proposing structural fixes Core Attributes Systematic thinker who designs durable structures, not quick fixes Curious about AI and eager to learn how knowledge design impacts AI performance High standards for quality — uncomfortable shipping content that isn't structured correctly Collaborative mentor who raises the capability of the engineers around them Adaptable as AI capabilities, products, and support needs evolve Benefits Career growth opportunities in a diverse and supportive work environment. Competitive Salary Package Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks) Hybrid Working Arrangement (2 days WFH) HMO coverage with free dependent upon hire. Free 24/7 access to our office gyms (Ortigas and Makati) Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash) Plus, additional benefits About Us From the day we opened our doors, MRI Software has built flexible, game-changing real estate software that powers thriving communities and helps make the world a better place to live, work and play. Fulfilling that mission is only possible because of one thing: exceptional people. People like you! Our people-first approach to PropTech is defining a new industry standard for client experiences that, quite frankly, can’t be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people. We believe MRI is more than just a workplace; it’s a connected community of people who truly feel they belong. Whether we’re investing in employee resource groups or providing tailored resources for each person to reach their full potential, we’re passionate about creating a work environment that makes you excited to show up every single day. At MRI, one of our core values is to strive to amaze.  From the intelligent solutions we create to the culture we cultivate, that’s our goal every day. Because that’s what industry leaders do. Whether you’re joining as a new Pride member or rejoining us after a short time away, your talent is vital to us, our partners and our clients. Amazing growth requires amazing employees. Are you up to the challenge? We know confidence gap and imposter syndrome can get in the way of meeting remarkable candidates, so please don’t hesitate to apply. We’d love to hear from you! MRI is proud to be an inclusive employer. We welcome and celebrate diversity across all backgrounds, including ethnicity, religion, sexual orientation, gender identity, disability, age, military, veteran status and more. We believe that Belonging is a direct result of Diversity, Equity, and Inclusion. Those values are woven into the fabric of who we are and are foundational to our continued success. Come and see for yourself!