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
Are you ready to take on the Intercom SME (Migration) role at Thebes Group?
We appreciate your interest in this position.
Join Thebes Group and contribute to our ongoing work.
Take a moment to read everything above and see whether this role is right for you.
This posting is for the Intercom SME (Migration) role at Thebes Group, based in Greater London, England, United Kingdom.
We are looking to fill the Intercom SME (Migration) position at Thebes Group in Greater London, England, United Kingdom.