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Job Description
Intercom, the AI Customer Service company, is seeking a Senior AI Agent Engineer to assist customers with the technical deployment of their AI-first Intercom Implementation. The role involves migrating customer support operations and data, providing technical expertise, and ensuring solutions meet customer needs.
Responsibilities:
- Serve as the primary technical contact for customers implementing Intercom’s AI Agent and Customer Support platform.
- Conduct detailed discovery sessions to gather information about customer needs, data structures, and integration requirements.
- Analyze existing content, support processes, and workflows, providing recommendations on mapping them to Intercom's capabilities.
- Configure and customize the Intercom platform based on customer requirements.
- Develop data migration strategies and perform data migrations.
- Conduct training sessions and workshops for customer support agents.
- Provide ongoing support and troubleshooting assistance.
Requirements:
- 5+ years of experience 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.
- Experience with Intercom, Zendesk, FreshDesk, HelpScout or similar platforms is highly desirable.
- Knowledge of and experience integrating with RESTful APIs using JSON.
- Strong technical proficiency and the ability to understand and configure software integrations.
- Excellent problem-solving, communication, and interpersonal skills.
The role offers:
- Competitive salary and meaningful equity
- Comprehensive medical, dental, and vision coverage
- Flexible paid time off policy
- Paid Parental Leave Program
- 401k plan & match
