Senior AI Deployment Consultant

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.

Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent.

Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.

What's the opportunity?

It’s an exciting time at Intercom — especially within our Professional Services team. We’re helping some of the world’s most innovative companies transform how they support their customers through AI-powered customer service.

As an AI Deployment Consultant, you’ll lead our largest and most complex customer deployments, combining world-class project management with hands-on technical configuration of Intercom’s platform — including our agent Fin. You’ll be the trusted advisor who ensures our customers achieve value quickly and at scale, guiding them not only to do the foundations, but set a direction on how they measure their impact with AI.

You’ll partner with a dedicated team of engineers for complex technical work while managing the overall project strategy, timeline, and delivery. This is a perfect role for someone who thrives at the intersection of technology, customer success, and execution excellence.

What will I be doing?

Lead end-to-end deployment programs for our largest customers, ensuring successful and timely implementation to Intercom and Fin.

Define project scope, success criteria, and timelines that align with each customer’s unique goals and support model.

Act as the primary point of contact for customers throughout implementation, managing communication, alignment, and expectations.

Partner cross-functionally with Sales, Customer Success, Engineering, and Product teams to design tailored deployment strategies and deliver measurable outcomes.

Facilitate discovery sessions to understand complex customer requirements and translate them into actionable technical and project plans.

Perform hands-on configuration of Intercom features — including automation, workflows, and reporting — supported by engineers for advanced technical steps.

Coordinate technical readiness activities, including integrations, data migrations, and security reviews.

Track key metrics on both the customer and Intercom side such as time-to-value, automation rates, and customer satisfaction, taking proactive steps to ensure successful outcomes.

Collaborate with our Product and R&D teams to surface feedback, identify improvements, and help shape future innovations.

What skills do I need?

6+ years of experience in customer-facing implementation, deployment, or professional services roles, ideally within SaaS or AI technology companies.

Proven success managing large, complex projects with multiple stakeholders and work streams.

Strong technical aptitude — comfortable configuring software platforms and discussing integrations, APIs, and data flows.

Excellent project management skills with a structured, proactive, and detail-oriented approach.

Exceptional communication and relationship-building skills, capable of influencing both executives and technical stakeholders.

Experience implementing or configuring platforms like Intercom, Zendesk, Salesforce, or similar customer experience tools is a plus.

Analytical mindset with strong problem-solving, prioritization, and decision-making skills.

Adaptability and resilience in a fast-paced, changing environment.

Passion for technology, AI, and helping customers succeed.

How will I be measured?

Automation Rate - Are you driving your customers to achieve high adoption of Fin?

Customer Satisfaction - Do customers receive a delightful and thorough experience as they begin their journey with Fin?

Timeliness — Are your projects on-schedule against the dedicated timelines?