Senior AI Agent Engineer

Overview

Senior AI Agent Engineer role at Intercom. Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. Our AI agent Fin powers AI-enhanced support and can be paired with the Intercom Customer Service Suite to handle complex or high-touch queries with human assistance when needed. Intercom was founded in 2011 and serves nearly 30,000 global businesses.We are seeking an experienced AI Agent Engineer who will assist customers with the technical aspects of deploying an AI-first Intercom implementation. This includes migrating customer support operations and data from their current tools to set up the AI Agent for maximum resolution. The role focuses on delivering expert technical support throughout implementations and ensuring the solutions meet customer needs. A strong background in AI tools and/or large language models, RESTful API integration, and technical software implementation is preferred.Responsibilities

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 meet high expectations and deliver results.Conduct discovery sessions with customers to gather needs, data structures, and integration requirements.Analyze customers’ current content, support processes, and workflows; recommend mappings to Intercom capabilities.Configure and customize the Intercom platform based on customer requirements, ensuring integrations, automation rules, and reporting are properly set up.Assess requirements, contribute to implementation plans, and set clear timelines and deliverables.Coordinate 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 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 adoption of Intercom.Stay up-to-date with Intercom features and provide insights and recommendations to customers.Qualifications

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 channels.Experience with Intercom, Zendesk, FreshDesk, Help Scout, or similar platforms is highly desirable.Knowledge of RESTful APIs using JSON and data migration concepts.Strong technical proficiency to understand and configure software integrations.Excellent problem-solving, communication, and interpersonal skills.Ability to manage multiple implementation projects and meet deadlines in a fast-paced environment.Passion for delivering exceptional customer service and driving customer success.Benefits

Competitive salary and equity in a fast-growing start-up.Comprehensive health and dental insurance; life assurance; pension scheme with match.Flexible paid time off and paid parental leave.Cycle-to-Work Scheme and MacBooks (Windows available for certain roles).Policies

Intercom has a hybrid working policy requiring in-office presence at least three days per week. Intercom values diversity and Equal Employment Opportunity, prohibiting discrimination based on legally protected characteristics.Join our Talent Community if this role isn’t an exact ..... full job details .....