Intercom Administrator
isolved
About The Position
This role partners with internal stakeholders and functional users to configure, train, test, and deploy the AI agent - automating frontline support, addressing gaps, building efficient workflows, and implementing strategies to deflect cases from human intervention. The ideal candidate will have experience with AI-driven customer service tools and a strong understanding of knowledge management and performance analytics. This position will ensure the AI agent integrates seamlessly with existing support channels.
Requirements
- 3+ years of experience administering customer service platforms or similar AI-driven tools
- Proven track record in managing chatbots or AI agents, with familiarity in knowledge base management, workflow automation, and AI enablement
- Strong analytical skills for performance monitoring and data-driven optimization
- Proficiency in configuring AI tools, including tone customization, policy guidance, and testing methodologies
- Solid technical knowledge for custom actions, including API integrations, endpoint configuration, authentication (e.g., tokens, JWTs), data mapping, and secure connections, though advanced coding is not always required for basic setups
- Excellent communication skills to collaborate with stakeholders and align AI responses with brand voice
- Familiarity with AI ethics, compliance, and disclosure practices
Nice To Haves
- Dynamics, Hubspot, or similar CRM knowledge
- Knowledge of natural language processing (NLP) or AI performance metrics
- Ability to work in a fast-paced environment, handling real-time monitoring and iterative improvements
Responsibilities
- Configure, deploy, and monitor AI agents and chatbots to ensure accurate, brand-aligned responses
- Customize tone, behavior, and workflows to match organizational expectations
- Analyze data usage, AI performance metrics, and customer interaction trends to identify areas for improvement
- Collaborate with developers to extend platform capabilities
- Continuously improve content and logic based on performance metrics and user feedback
- Partner with HR, IT, and Compliance teams to ensure AI response aligns with HR policies, legal standards, and DEI principles
- Stay informed on industry trends and evolving regulations related to AI and customer data
- Lead pilot programs and proof of concept initiatives to test new features and integrations
Benefits
- employee total rewards offerings
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
Number of Employees
501-1,000 employees
