Intercom SME (Migration)

Role:

IntercomSubjectMatterExpert(Contract)

Location:

UnitedKingdom

Contractlengthandstartdate:

Tobeconfirmedwiththehiringmanager.

EssentialSkills:

1.RAGandAIAgentGrounding(FinOptimisation)

Theskill: Structuring,cleaningandoptimisingaknowledgebasespecificallyforRetrieval-AugmentedGeneration(RAG).

2.AdvancedRoutingArchitectureandLogicTrees

Theskill: Designingcomplex,multi-branchconditionalworkflowsbasedonreal-timedataschemas.

3.DataSchemaGovernanceandAPISynchronisation

Theskill: ManagingthestructuraldataintegrityofthePeopleandCompaniesdatamodels,alongsideexternalpipelines.

4.WorkspaceSecurityandConversationGovernance

Theskill: EnforcingRole-BasedAccessControl(RBAC)andcomplianceprotocolsacrosstheworkspace.

SupportingTechnicalSkills(Required)

ConversationalQAandanalytics:miningconversationlogs,identifyingintentgapsandoptimisingautomatedresolutionratesbasedonperformancemetrics.
Interactiveconversationdesign:buildingconversationaltreesusingCustomBots,Workflows,MacrosandSwitchBlockstomanageasynchronoustriage.
RESTAPIandJSON:consumingIntercom'sRESTAPIandparsingJSONpayloads.
UIextensibility(CanvasKit):deployingCustomAppsandinteractivecardsinsidetheIntercomMessengertotriggerexternalsystemactions.
Dataprivacy:automateddataretentionandworkspacegovernancealignedwithGDPR,CCPAandSOC2.

Overview

Wearelookingforahands-onIntercomsubjectmatterexperttoleadamigrationjourneyforaglobalteam.SeveralcompanieswithinthegrouphavechosentomovetheircustomersupportfromSalesforcetoIntercom,andaround2,000usersareexpectedtomoveacross.

TheexistingteamhasnoIntercomexperienceandisabouttostartmanagingit.YouwillbethepersonwhoknowshowIntercomisstructuredandwhatitcando,andwhoguidesandteachestheteamsothateachcompanyissetupproperlyfromdayone.Theaimistoavoidaplatformthatbecomesdifficulttomanagelater,byfittingbusinessprocessestothewaythetoolworksratherthanbendingthetoolaroundeveryrequest.

Thisisanadministration-ledroleatthehighestlevelofIntercomexpertise.Itisnotasoftwaredevelopmentpositionanditisnotasolutionarchitectrole.

RoleandResponsibilities

Actasthein-houseIntercomexpert,advisingtheteamonwhattodo,andwhatnottodo,whenmigratinguserstotheplatform.
Leadthemigrationjourney,workinghands-onalongsidetheteamratherthanonlyadvisingfromadistance.
TeachandguidecolleagueswhoarenewtoIntercom,soknowledgestayswiththeteam.
Workcloselywithbusinessanalysts,whowillbegatheringrequirements,tomakesurethoserequirementsfithowIntercomworks.
Setupeachcompanyinthebestmethod,withasoundunderstandingoftheIntercomstructureanditscapabilities.
Configuresecurity,accessanddataprivacycorrectlyasusersaremovedacross.
Designandmaintainworkflows,routing,SLAsandconversationflows.
Ground,tuneandmonitortheFinAIagentsothatitanswersaccuratelyandhandsoversafely.
Keepthedatastructurecleanandgovernedsotheplatformstaysmanageableovertime.

WaysofWorking(Required)

ExperienceofmigratingusersorteamsontoIntercom,oracomparablesupportplatform,atscale.
Abilitytocoachandteachateamthatisnewtothetool.
Comfortableworkingalongsidebusinessanalystsonrequirements.

DesirableExperience(Nice-to-Have)

KnowledgeofSalesforce.Thisisnotasimportant,astheteamalreadyhasSalesforceexperts.
ExperienceconfiguringIntercom'snativeSalesforceintegration,includingsyncingleads,contacts,accountsandcustomattributesinbothdirections.
FamiliaritywithrunningtheFinAIAgentalongsideSalesforceServiceCloud,resolvingcasesacrossemail,webformsandlivechat.
ExperienceusingIntercomCopilottosupporthumanagents.

WhatThisRoleIsNot

Notasoftwaredevelopmentrole.Day-to-dayworkisadministrationandworkflowbased.
Notasolutionarchitectrole.
Salesforceisnotthefocus.TheIntercomexpertiseiswhatmatters.

LookingAhead

OnceeveryonehasbeenmigratedandisusingIntercom,theteamexpectstoworkonintegrationsbetweenIntercomandSalesforce.AnintegrationalreadyexistsinAustraliaandisworkingwell,sothiswillbuildonworkthathasbeendonebefore,andthenativeconnectionbetweenthetwoproductsshouldmakefurtherintegrationeasier.Wearelookingforahands-onIntercomsubjectmatterexperttoleadamigrationjourneyforaglobalteam.SeveralcompanieswithinthegrouphavechosentomovetheircustomersupportfromSalesforcetoIntercom,andaround2,000usersareexpectedtomoveacross.