AI Developer – Customer Services and Support

Proofpoint

3d•Hybrid

About The Position

We’re looking for an AI Specialist / Developer to transform how we deliver customer support using AI. This role focuses on building and scaling AI-powered solutions that improve support efficiency, reduce response times, and enhance customer experience. You’ll work closely with Customer Support, Operations, and Engineering teams to identify high-impact opportunities and implement practical AI solutions—from intelligent chatbots to agent copilots and workflow automation.

Requirements

3+ years of software development experience (Python, JavaScript/TypeScript, or similar)
Hands-on experience with AI/ML systems, especially LLMs and API-based integrations
Experience building backend services and integrating with third-party platforms/APIs
Familiarity with customer support systems (Zendesk, Salesforce, Freshdesk, Intercom, etc.)
Strong understanding of data handling, APIs, and system design
Ability to translate support and operations challenges into technical solutions

Nice To Haves

Experience building conversational AI or chatbot systems in production
Knowledge of RAG architectures, embeddings, and vector databases
Experience with speech-to-text or call center AI (optional but valuable)
Familiarity with prompt engineering and evaluation techniques for customer-facing AI
Experience working with support analytics and KPIs (CSAT, first response time, resolution time)
Background in automation tools or workflow orchestration

Responsibilities

Design and implement AI-powered customer support solutions (chatbots, virtual agents, agent assist tools)
Build and maintain systems for automating ticket triage, classification, routing, and response generation
Develop retrieval-augmented generation (RAG) systems using internal knowledge bases and documentation
Integrate AI into support platforms (e.g., Salesforce Service Cloud, etc.)
Analyze workflow data (tickets, chats, call transcripts) to identify automation opportunities and insights
Optimize AI systems for accuracy, latency, cost, and customer satisfaction
Establish evaluation frameworks (e.g., response quality, resolution rate, deflection rate)
Collaborate with services and support teams to continuously refine workflows and ensure practical usability
Implement guardrails and monitoring to ensure safe, reliable, and compliant AI behavior

Benefits

Competitive compensation
Comprehensive benefits
Career success on your terms
Flexible work environment
Annual wellness and community outreach days
Always on recognition for your contributions
Global collaboration and networking opportunities
flexible time off
a comprehensive well-being program with two paid Wellbeing Days and two paid Volunteer Days per year
a three-week Work from Anywhere option