Job description
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 ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent.
Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.
What’s the opportunity?
We are seeking an experienced AI Agent Engineer to join our team! In this role, you will be responsible for assisting our customers with the technical aspects of deploying an AI-first Intercom Implementation. In order to set up the AI Agent for maximum resolution, this may include migrating their customer support operations and data from their current tool. Your primary focus will be to provide exceptional technical expertise throughout the implementation and to ensure that the technical solutions implemented meet our customers’ needs. If you have a strong background in AI tools and / or Large Language Models, integration via RESTful API endpoints, experience in technical software implementation, excellent problem-solving skills, and a passion for helping customers succeed, we would love to hear from you!
What will I be doing?
- Serve as the primary technical contact on the Professional Services team for customers who are implementing Intercom’s AI Agent and Customer Support platform
- Work with the Project Manager, AI Specialist, and the rest of the project team to deliver results to high expectations
- Conduct detailed discovery sessions with customers to gather information about their specific needs, data structures, and integration requirements.
- Analyze customers’ existing content, support processes, and workflows in their current tool and provide recommendations on how to map those processes to Intercom’s capabilities.
- Configure and customize the Intercom platform based on customers’ requirements, ensuring that all integrations, automation rules, and reporting capabilities are properly set up.
- Assess customer requirements, contribute to implementation plans, and set clear expectations regarding timelines and deliverables.
- Collaborate with internal teams outside Professional Services, such as sales, engineering, product management, and support, to address any challenges and ensure a smooth implementation experience.
- 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 how to effectively use Intercom’s features and functionalities.
- Provide ongoing support and troubleshooting assistance to customers during and after the migration process, ensuring their satisfaction and successful adoption of Intercom as their primary customer support platform.
- Stay up-to-date with the latest features and enhancements of Intercom and provide valuable insights and recommendations to customers.
What skills do I need?
- 5+ 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, including ticketing systems, knowledge bases, and customer communication channels.
- Proven experience in customer support system implementation or engineering roles; experience with Intercom, Zendesk, FreshDesk, HelpScout or similar customer messaging / customer support platforms is highly desirable
- Knowledge of and experience integrating with RESTful APIs using JSON
- Knowledge of and experience with data conversion and migration
- Strong technical proficiency and the ability to understand and configure software integrations.
- Excellent problem-solving skills, with the ability to analyze complex requirements and propose effective solutions.
- Excellent communication and interpersonal skills, with the ability to build relationships with customers and internal stakeholders.
- Ability to handle multiple implementation projects simultaneously and prioritize tasks effectively.
- Ability to thrive in a fast-paced, dynamic environment and meet tight deadlines.
- Passion for delivering exceptional customer service and driving customer success.
Benefits
We are a well-treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us!
- Competitive salary and equity in a fast-growing start-up
- We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
- Regular compensation reviews - we reward great work!
- Pension scheme & match up to 4%
- Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
- Flexible paid time off policy
- Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
- If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
- MacBooks are our standard, but we also offer Windows for certain roles when needed.
Policies
Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.
We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.
Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.
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