Senior Principal Knowledge Engineer

Planet DDS is a dynamic and rapidly growing dental software company, serving over 13,000 practices across the United States with over 118,000 users. The company delivers a complete platform of cloud-based SaaS solutions for dental practices, including Denticon Practice Management, Apteryx Imaging, Cloud 9 Ortho Practice Management, and Legwork Patient Relationship Management. Planet DDS is committed to creating value for its dental practice clients by solving the most urgent challenges facing today’s dental practices. 
We are seeking a Principal Knowledge Engineer within the field of artificial intelligence (AI) and knowledge engineering and management. This senior level position is responsible for the design, development, and implementation of knowledge-based systems and AI solutions within our Technical Support organization.
This is a hybrid role working 2x per week in one of our office locations (Irvine, CA | Phoenix, AZ | Atlanta, GA | Akron, OH)
JOB DUTIES 

• Leading the development and maintenance of knowledge bases (including Knowledge Centered Support- KCS), and other structured representations of information.
• Collaborating with cross-functional teams including ticketing vendors (Zendesk), software engineers where applicable, and company domain experts/IT Infrastructure to design and implement AI solutions.
• Providing technical expertise and guidance on knowledge representation, reasoning, and inference techniques where applicable.
• Evaluating and selecting appropriate AI technologies and methodologies to solve specific problems (specifically using preferred vendor technologies such as Zendesk).
• Conducting research and staying up to date with advancements in AI and knowledge engineering.
• Mentoring and coaching junior members of the team on KCS methodologies ensuring adherence to best practices as defined by the KCS program.
• Participating in project planning, estimation, and resource allocation.
• Identifying gaps in product release readiness methodologies and streamlining processes across product brands while partnering with Product Owners to create internal and external facing documentation to enable product support teams.

Skills and Qualifications:

• 15+ years in progressive roles within customer support, with a proven track record of success in knowledge engineering, KCS, or a related area.
• Ability to tackle complex challenges in knowledge management and engineering, devising innovative solutions that enhance system performance and user experience.
• Strong leadership skills with experience in managing projects and leading technical teams to successfully deliver high-quality systems.
• Excellent communication skills, with the ability to convey complex technical concepts to non-technical stakeholders and team members.