Role: Intercom Subject Matter Expert (Contract)
Location: United Kingdom Contract Length: 6 months
Start Date: £550
Key essential Skills:
Extensive hands-on experience configuring and administering Intercom across complex environments.
Experience configuring, grounding and optimising the Fin AI Agent to improve response accuracy and automated resolution rates.
Working knowledge of REST APIs, JSON payloads and integration troubleshooting.
Understanding of Retrieval-Augmented Generation (RAG), knowledge base structure, content quality and AI grounding.
Ability to work closely with business analysts to translate requirements into effective Intercom configurations.
Confidence challenging unnecessary complexity and recommending platform-aligned solutions.
Strong communication and problem-solving skills, with a practical, hands-on approach.
Desirable Skills:
Experience administering Intercom across global or multi-company environments.
Familiarity with Intercom Copilot and AI-assisted agent workflows.
Knowledge of Canvas Kit, Custom Apps and interactive Messenger experiences.
Experience improving customer support automation and operational efficiency through analytics.
Familiarity with external system integrations and data synchronisation.
Understanding of role-based access control (RBAC), permissions and workspace security.
Knowledge of data privacy, retention and compliance requirements, including GDPR and applicable CCPA requirements.
Experience documenting platform standards, governance processes and operational procedures.
Overview:
We are seeking an experienced Intercom Subject Matter Expert to support a global organisation in optimising its customer support platform and establishing effective, sustainable ways of working. With approximately 2,000 users across multiple companies, the organisation requires a hands-on specialist who understands how Intercom is structured, what it can do and how to configure it correctly from the outset.
You will act as the in-house Intercom authority, guiding teams on platform capabilities, advising on best practices and ensuring business requirements are translated into practic...
Intercom Administrator in London employer: Thebes IT Solutions Ltd
Thebes Technology is an exceptional employer, offering a comprehensive 2-year apprenticeship programme that equips aspiring IT professionals with the skills and knowledge needed to thrive in Identity and Access Management. With a strong emphasis on mentorship, hands-on experience, and opportunities for industry-recognised certifications, employees are supported in their growth within a collaborative and innovative work culture. Located in a dynamic environment, Thebes prioritises employee development and fosters a commitment to excellence, making it an ideal place for those seeking a meaningful and rewarding career in IT.
