Intercom is seeking an AI Agent Engineer to assist customers with the technical aspects of deploying an AI-first Intercom Implementation.
Requirements
- 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
- 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
- Deep understanding of customer support processes and workflows, including ticketing systems, knowledge bases, and customer communication channels
- Experience with AI tools and / or Large Language Models
- Experience in technical software implementation
Responsibilities
- Serve as the primary technical contact on the Professional Services team for customers who are implementing Intercom’s AI Agent and Customer Support platform
- Configure and customize the Intercom platform based on customers' requirements, ensuring that all integrations, automation rules, and reporting capabilities are properly set up
- 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
- Stay up-to-date with the latest features and enhancements of Intercom and provide valuable insights and recommendations to customers
- Assess customer requirements, contribute to implementation plans, and set clear expectations regarding timelines and deliverables
Other
- 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
- 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
- Proof of eligibility to work in the United States is required
- Flexible paid time off policy
- Paid Parental Leave Program
- 401k plan & match
