AI Developer - Customer Services and Support

External

Proofpoint · UT

Full-timeOn-siteToday

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About the role

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 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.

Requirements

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 culture is rooted in values that inspire belonging, empower purpose and drive success-every day, for everyone.

We encourage applications from individuals of all backgrounds, experiences, and perspectives. If you need accommodation during the application or interview process, please reach out to accessibility@proofpoint.com .

How to Apply

Interested? Submit your application along with any supporting information- we can't wait to hear from you!

Consistent with Proofpoint values and applicable law, we provide the following information to promote pay transparency and equity. Our compensation reflects the cost of labor a

AI Developer - Customer Services and Support

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