Description
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.
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.
Key responsibilities include:
- Owning and optimizing the playbook for Fin deployment across our customer base
- Conducting 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
- Developing a tailored deployment plan for each implementation that highlights readiness to deploy an AI-first solution through the lens of their team today
- Developing a change management methodology that supports customers through the transformation of their Support Organization
- Developing a deployment strategy for our comprehensive suite of AI-tools
- Analyzing customer data to develop a robust set of recommendations to optimize customer outcomes such as resolution rates and CX Score
- Working with the rest of the Professional Services team to execute customer deployments of Fin
- Helping guide the Success & Solutions organization to develop a robust set of best practices to scale across our customers
- Collaborating with internal teams, such as Sales, Engineering, Product Management, and Support, to address any challenges and ensure a smooth implementation experience.
Requirements include:
- 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.
Bonus skills and attributes include:
- 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