Senior AI Deployment Architect

Intercom•Chicago, IL

4d•Hybrid

About The Position

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? Are you seeking to make an outsized impact in your next role? Do you want to drive exceptional value for companies that are transforming their businesses through the deployment of AI Agents? Look no further, Intercom is seeking an AI Deployment Architect to drive successful implementations of Fin, our cutting-edge AI Agent that is transforming the way our customers interact with their end users. As the go-to expert on the Professional Services team for all things Fin, you’ll play a key role in shaping the deployment framework for Fin, so our customers are able to deliver intelligent, personalized, actionable, and fully automated support experiences that make every single customer feel understood and valued. In this role, your primary focus will be to drive exceptional value during the implementation of Intercom’s AI-first Customer Support solutions by providing deep expertise to get customers to the outcomes they want to achieve.

Requirements

5-7 Years in a Customer Facing role
Bachelor's degree in a relevant field or equivalent practical experience
Exceptional problem-solving skills, with the ability to analyze complex requirements and propose effective solutions
Excellent communication, presentation, and interpersonal skills, with the ability to build relationships with customers and internal stakeholders.
Ability to handle multiple client projects simultaneously and prioritize tasks effectively
Passion for delivering exceptional customer service and driving customer success

Nice To Haves

Experience with AI Agents and / or generative AI
Basic understanding of RESTful API integrations
Basic understanding of customer support processes and workflows, including ticketing systems, knowledge bases, and customer communication channels
Experience in Knowledge Management

Responsibilities

Own and optimize the playbook for Fin deployment across our customer base
Conduct detailed discovery sessions with customers to gather information about their current operations, tech stack, and typical customer queries to define a path to reach 100% automation
Develop a tailored deployment plan for each implementation that highlights readiness to deploy an AI-first solution through the lens of their team today
Develop a change management methodology that supports customers through the transformation of their Support Organization
Develop a deployment strategy for our comprehensive suite of AI-tools
Analyze customer data to develop a robust set of recommendations to optimize customer outcomes such as resolution rates and CX Score
Work with the rest of the Professional Services team to execute customer deployments of Fin
Help guide the Success & Solutions organization to develop a robust set of best practices to scale across our customers
Collaborate with internal teams, such as Sales, Engineering, Product Management, and Support, to address any challenges and ensure a smooth implementation experience.
Work with our Product Team to pressure test alphas / betas and develop deep understanding of common customer use cases
Provide detailed feedback to our Product team on high priority features requested by customers