CX Specialist

About Proto

Proto is bringing secure AI to everyone. We specialise in local languages and end-to-end AI workflows for complex usecases such as anti-scam centres, institutional knowledge advisors, and patient experiences. These deployments require on-premise architectures, networks of AI agents, and customised voice models to include every citizen. Our inclusive AI mission has grown a global team from Canada to the Philippines to Rwanda — driven by our service to central banks, financial institutions, and healthcare networks. Our deployments have earned the trust of partners like the Gates Foundation and regional development banks. The Proto platform continues to evolve as the AI communications backbone for our clients — within strict compliance to our SOC2 Type II, ISO27001, GDPR, and HIPAA certifications.

About The Team

Proto’s team is extremely global with 80% BIPOC (Black, Indigenous, and Persons of Colour) and 50% female management working across 15+ countries. We’re a remote team of self-starting and entrepreneurial SaaS engineers, operations and growth professionals. Our remote team follows established processes for cross-cultural and timezone collaboration, with opportunities to periodic in-person work opportunities.

Key Responsibilities

• Design, refine, and implement conversational AI workflows tailored to client needs and industry requirements using the Proto platform.
• Engage with clients directly to gather requirements, understand objectives, and translate them into effective AI-driven prompt strategies.
• Conduct performance analysis, including A/B testing and analytics review, to continuously improve chatbot quality and customer outcomes.
• Collaborate cross-functionally in a global, multicultural team to innovate and deploy integrated solutions with the Proto platform and third-party tools.
• Communicate complex technical concepts with clarity, both in writing and verbally, ensuring your colleagues are informed and empowered.
• Continuously explore emerging trends in LLMs, NLP, and generative AI to enhance solutions and maintain Proto’s leadership in the space.
  
  
  

Qualifications

• Proven expertise in setting up and optimising GPT-powered chatbots, with a strong understanding of prompts, LLMs, and NLP methodologies.
• Strong analytical skills to evaluate chatbot performance, conduct tests, and deliver data-driven improvements.
• Minimum 1 year of client-facing experience in a tech environment, showcasing basic client engagement ability.
• Demonstrated project management skills with a track record of delivering complex solutions from conception to launch.
• Exceptional written and verbal communication skills, with an emphasis on collaborative, cross-functional teamwork.
• Experience or understanding of financial services, healthcare, gaming, ecommerce, transport and government sectors to create context-aware chatbot solutions.
• Open to Filipino and Malaysian nationality.
  
  
  

Proto is proud to be an equal-opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status.

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