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. 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 Benefits & Compensation 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: 136,200.00 – 214,005.00 California (excludes SF Bay Area), Colorado, Connecticut, Illinois, Washington DC Metro, Maryland, Massachusetts, New Jersey, Texas, Washington, Virginia, and Alaska: 112,700.00 – 177,100.00 All other cities and states: 101,600.00 – 159,720.00 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. #J-18808-Ljbffr Proofpoint