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.
TheexistingteamhasnoIntercomexperienceandisabouttostartmanagingit.YouwillbethepersonwhoknowshowIntercomisstructuredandwhatitcando,andwhoguidesandteachestheteamsothateachcompanyissetupproperlyfromdayone.Theaimistoavoidaplatformthatbecomesdifficulttomanagelater,byfittingbusinessprocessestothewaythetoolworksratherthanbendingthetoolaroundeveryrequest.
Thisisanadministration-ledroleatthehighestlevelofIntercomexpertise.Itisnotasoftwaredevelopmentpositionanditisnotasolutionarchitectrole.
#J-18808-Ljbffr
Intercom SME (Migration) employer: Thebes Group
As a Solution Designer in the Financial Crime Engineering team, you will thrive in a dynamic and innovative work culture that prioritises collaboration and professional growth. Located in London, this hybrid role offers competitive rates and the opportunity to engage with senior stakeholders on transformative projects, ensuring your contributions have a meaningful impact on financial crime compliance. With a commitment to excellence and adherence to regulatory standards, this company fosters an environment where your expertise in ServiceNow and case management solutions can flourish.
