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.

• 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

• 3+ years of software development experience (Python, JavaScript/Type Script, 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

• 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

• 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

• Competitive compensation with variable compensation and/or equity options
• Comprehensive benefits including flexible time off, wellness program, volunteer days, and Work from Anywhere option
• Base Pay Ranges (USD):
  • SF Bay Area, New York City Metro Area:  –
  • California (excludes SF Bay Area), Colorado, Connecticut, Illinois, Washington DC Metro, Maryland, Massachusetts, New Jersey, Texas, Washington, Virginia, and Alaska:  –
  • All other cities and states:  –

Proofpoint is an equal‑opportunity employer. We hire without consideration to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status, or disability.