Senior AI Implementation Engineer

Overview Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and transform their customer experiences. Fin can be combined with our Helpdesk to form the Intercom Customer Service Suite, providing AI-enhanced support for more complex or high-touch queries that require a human agent. Intercom was founded in 2011 and is trusted by nearly 30,000 global businesses. We push boundaries, build with speed and intensity, and consistently deliver value to our customers. What's the opportunity? We are seeking an experienced Senior AI Implementation Engineer to join our team. You will assist customers with the technical aspects of deploying an AI-first Intercom implementation. This may include migrating customer support operations and data from their current tool to maximize AI agent resolution. Your focus is to provide exceptional technical expertise throughout the implementation and ensure the technical solutions meet customers' needs. If you have a strong background in AI tools and/or large language models, API-based integration (RESTful endpoints), and a passion for helping customers succeed, we'd love to hear from you. What will I be doing? Serve as the primary technical contact on the Professional Services team for customers implementing Intercom's AI Agent and Customer Support platform Collaborate with the Project Manager, AI Specialist, and project team to deliver results to high expectations Conduct detailed discovery sessions with customers to gather needs, data structures, and integration requirements Analyze customers' existing content, support processes, and workflows, and map those processes to Intercom's capabilities Configure and customize the Intercom platform based on requirements, ensuring integrations, automation rules, and reporting are properly set up Assess customer requirements, contribute to implementation plans, and set clear timelines and deliverables Collaborate with internal teams (sales, engineering, product management, support) to address challenges and ensure a smooth implementation Develop data migration strategies and perform data migrations from the customer's current support platform to Intercom Conduct training sessions and workshops to educate customer support agents on Intercom features and functionalities Provide ongoing support and troubleshooting during and after migration to ensure successful adoption Stay up-to-date with Intercom features and provide insights and recommendations to customers What skills do I need? 3+ years of experience in Professional Services as a Technical Consultant or Implementation Engineer Bachelor's degree in a relevant field or equivalent practical experience Deep understanding of customer support processes and workflows (ticketing systems, knowledge bases, channels) Experience with Intercom, Zendesk, FreshDesk, HelpScout, or similar platforms is highly desirable Knowledge of RESTful APIs using JSON and data migration Strong technical proficiency to understand and configure software integrations Excellent problem-solving, communication, and interpersonal skills Ability to manage multiple implementation projects, meet deadlines, and thrive in a fast-paced environment Passion for delivering exceptional customer service and driving customer success Benefits Competitive salary and meaningful equity Comprehensive medical, dental, and vision coverage Regular compensation reviews Flexible paid time off Paid Parental Leave In-office bicycle storage Fun events for Intercomrades and families Equality and compliance Intercom is an Equal Employment Opportunity employer. We do not discriminate on the basis of race, color, religion, sex, gender, age, disability, veteran status, or any other legally protected status. This role may require compliance with applicable laws and regulations where the role is located. #J-18808-Ljbffr

Created: 2025-10-03