AI Developer – Customer Services and Support

About Us:

Proofpoint is a global leader in human- and agent-centric cybersecurity. We protect how people, data, and AI agents connect across email, cloud, and collaboration tools. Over 80 of the Fortune 100, 10,000 large enterprises, and millions of smaller organizations trust Proofpoint to stop threats, prevent data loss, and build resilience across their people and AI workflows. Our mission is simple: safeguard the digital world and empower people to work securely and confidently. Join us in our pursuit to defend data and protect people.

How We Work:

At Proofpoint you’ll be part of a global team that breaks barriers to redefine cybersecurity guided by our BRAVE core values: 

Bold in how we dream and innovate

Responsive to feedback, challenges and opportunities

Accountable for results and best in class outcomes

Visionary in future focused problem-solving

Exceptional in execution and impact

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.

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, 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

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 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

Preferred Qualifications:

- 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

What Success Looks Like:

- 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

Why Join Us:

- 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

Why Proofpoint?

At Proofpoint, we believe that an exceptional career experience includes a comprehensive compensation and benefits package. Here are just a few reasons you’ll love working with us:

• 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

Our Culture:

Our cultu