Intercom Senior AI Deployment Consultant at Intercom leading large, complex customer deployments of the Fin AI Customer Agent platform. Manage project strategy, timeline, and technical configuration.
Responsibilities
Own end-to-end deployment programs for our largest customers, ensuring successful and timely implementation to Fin - acting as a primary point of contact throughout.
Hold projects to scope, schedule, and budget that align with each customer’s unique goals and support model and keep GTM partners current on project state.
Lead discovery sessions to understand complex customer requirements and translate them into actionable technical and project plans.
Own the hands-on configuration of the Fin platform—spanning automation, workflows, and analytics—while orchestrating technical readiness across data migrations, integrations, and security protocols.
Partner with Forward Deployed Engineers to solve complex technical hurdles while maintaining autonomy over the vast majority of platform implementation.
Coordinate technical readiness activities, including integrations, data migrations, and security reviews.
Run projects with operational precision: maintained risk logs, a structured reporting cadence to both customer and internal leadership, clear escalation paths, and documented decisions. Surface risk early enough that it can be mitigated rather than managed.
Partner with Sales, Customer Success, Product, and R&D - shaping deployment strategy up front and feeding what you learn in the field back into the roadmap.
Contribute to the evolution of our Deployment Services methodology, templates, and best practices.
Apply AI tooling to your own delivery work to compress discovery, documentation, and asset creation - and share what works back to the team.
5+ years of experience in customer-facing implementation, deployment, or professional services roles, ideally within SaaS or AI technology companies.
Qualification
A track record of delivering largeHands-on technical capabilityExperience with Intercom HelpdeskOn-time
Required
A track record of delivering large, complex, multi-stakeholder projects on time and on budget with low escalation rates - and a clear point of view on the operating discipline that makes that repeatable.
Hands-on technical capability. You can configure platforms yourself, and you're fluent enough in APIs, data flows, and integration patterns to know when a requirement is a config problem versus an engineering one.
Exceptional communication and relationship-building skills, capable of influencing both executives and technical stakeholders.
Strong judgment under ambiguity - you can prioritize, decide, and move when requirements aren't fully formed, and you're resilient in a fast-paced, changing environment.
Daily use of AI tooling in your own workflow - discovery synthesis, documentation, customer assets - and the ability to show how it's changed your delivery pace. We'll ask about this.
Experience with Intercom Helpdesk, Zendesk, Salesforce, or similar CX platforms is a plus.
Automation Rate - Are you driving your customers to achieve high adoption of Fin?
CX Score — do customers rate the deployment experience highly?
On-time, on-budget delivery — do your projects land against the timeline and scope you committed to?
Time-to-value — how quickly do customers get to a working, measurable Fin deployment?
Contribution to the team — the templates, mentorship, and best practices you leave behind.
