ProofpointRemote
AI Developer – Customer Services and Support
United States of America
Full Time
2 hours ago
$136,000 - $214,000 USD
H1B Sponsor Likely
Key skills
PythonJavaScriptTypeScriptAI/ML systemsLarge Language Models (LLMs)API integrationsBackend service developmentThird-party platform integrationCustomer support systemsData handlingSystem designConversational AIChatbot systemsRetrieval-augmented generation (RAG)EmbeddingsVector databasesSpeech-to-text AIPrompt engineeringSupport analyticsAutomation toolsWorkflow orchestrationAIMLRAGAnalyticsSalesforce
About this role
Proofpoint is a global leader in human- and agent-centric cybersecurity, and they are seeking an AI Specialist/Developer to enhance customer support through AI solutions. This role involves designing and implementing AI-powered systems to improve support efficiency and customer experience by collaborating with various teams across the organization.
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
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
- 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