IT & Software

Intercom SME (Migration)

Thebes Group

London · England · United Kingdom

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.

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Reference: WJ-766_22717373

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