AI Developer – Customer Services and Support

About the Role

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.

• Design and implement AI‑powered customer support solutions such as chatbots, virtual agents, and 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).
• 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 for response quality, resolution rate, and 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.

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

• 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.
• Familiarity with prompt engineering and evaluation techniques for customer‑facing AI.
• Experience working with support analytics and KPIs such as CSAT, first response time, or resolution time.
• Background in automation tools or workflow orchestration.

• Increased ticket deflection through effective self‑service and automation.
• Reduced average handle time and faster response/resolution rates.
• High‑quality, accurate AI‑generated responses that improve CSAT.
• Strong adoption of AI tools by support agents.
• Measurable improvements in support efficiency and scalability.

• Direct impact on customer experience at scale.
• Opportunity to modernize support operations with AI.
• High ownership across both technical and operational outcomes.
• Fast‑paced environment with room to experiment and deliver real results.

Proofpoint is an equal opportunity employer and does not discriminate based on race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status, or disability.