Back
AI Developer – Customer Services and Support
Full-time
Proofpoint is looking for an AI Specialist / Developer to transform how it delivers customer support using AI. This role focuses on building and scaling AI-powered support solutions that improve efficiency, reduce response times, and enhance customer experience. You'll work closely with Customer Support, Operations, and Engineering teams to implement practical AI solutions, from intelligent chatbots to agent copilots and workflow automation.
What You'll Do
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).
Analyse workflow data to identify automation opportunities, optimise for accuracy, latency, cost, and CSAT, and establish evaluation frameworks.
Implement guardrails and monitoring to ensure safe, reliable, and compliant AI behaviour.
Required Qualifications
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 third-party platforms/APIs.
Familiarity with customer support systems (Zendesk, Salesforce, Freshdesk, Intercom).
Preferred
Production conversational AI / chatbot experience, knowledge of RAG architectures, embeddings, and vector databases.
Experience with speech-to-text or call center AI, prompt engineering, and support KPIs (CSAT, FRT, resolution time).
