Senior AI Deployment Consultant

About the company

Intercom develops a customer communications platform powered by AI agents that automate and personalize support interactions for digital businesses.

About this role

<div class="content-intro"><p><a href="https://fin.ai/">Fin</a> is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences.</p> <p>Our AI Agent Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey – from service, to sales, to ecommerce. Powered by our own AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration. Fin can also be combined with our natively integrated Intercom help desk for one single system that is designed to meet the needs of modern day support teams.</p> <p>Founded in 2011, Fin became one of the fastest growing companies and remains one of the largest private software companies in the world with nearly 30,000 global businesses using our products to transform their customer support. Driven by our core values, we push boundaries, build with speed and intensity, and relentlessly deliver incredible value to our customers.</p></div><h2>What's the opportunity?&nbsp;</h2> <p>It’s an exciting time at Intercom — especially within our Deployment Services team. We’re helping some of the world’s most innovative companies transform how they support their customers through AI-powered customer service.</p> <p>As a <strong>Senior</strong> <strong>AI Deployment Consultant</strong>, 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.</p> <p>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.</p> <h2>What will I be doing?&nbsp;</h2> <ul> <li>Lead end-to-end deployment programs for our largest customers, ensuring successful and timely implementation to Intercom and Fin.</li> <li>Define project scope, success criteria, and timelines that align with each customer’s unique goals and support model.</li> <li>Act as the primary point of contact for customers throughout implementation, managing communication, alignment, and expectations.</li> <li>Partner cross-functionally with Sales, Customer Success, Engineering, and Product teams to design tailored deployment strategies and deliver measurable outcomes.</li> <li>Facilitate discovery sessions to understand complex customer requirements and translate them into actionable technical and project plans.</li> <li>Perform hands-on configuration of Intercom features — including automation, workflows, technical procedures and reporting — supported by our Forward Deployed Engineers for advanced integrations.</li> <li>Coordinate technical readiness activities, including integrations, data migrations, and security reviews.</li> <li>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.</li> <li>Collaborate with our Product and R&amp;D teams to surface feedback, identify improvements, and help shape future innovations.</li> <li>Contribute to the evolution of our Deployment Services methodology, templates, and best practices.</li> </ul> <h2>What skills do I need?&nbsp;</h2> <ul> <li>6+ years of experience in customer-facing implementation, deployment, or professional services roles, ideally within SaaS or AI technology companies</li> <li>Proven success managing large, complex projects with multiple stakeholders and workstreams.</li> <li>Strong technical aptitude — comfortable configuring software platforms and discussing integrations, APIs, and data flows.</li> <li>Excellent project management skills with a structured, proactive, and detail-oriented approach.</li> <li>Exceptional communication and relationship-building skills, capable of influencing both executives and technical stakeholders.</li> <li>Experience implementing or configuring platforms like Intercom, Zendesk, Salesforce, or similar customer experience tools is a plus.</li> <li>Analytical mindset with strong problem-solving, prioritisation, and decision-making skills.</li> <li>Adaptability and resilience in a fast-paced, changing environment.</li> <li>Passion for technology, AI, and helping customers succeed.</li> </ul> <h2>How will I be measured?</h2> <ul> <li>Automation Rate - Are you driving your customers to achieve high adoption of Fin?</li> <li>Customer Satisfaction - Do customers receive a delightful and thorough experience as they begin their journey with Fin?</li> <li>Timeliness — Are your projects on-schedule against the dedicated timelines?</li> </ul> <h2>Benefits&nbsp;</h2> <p><span style="font-weight: 400;">We are a well-treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us!&nbsp;</span></p> <ul> <li>Competitive salary and equity in a fast-growing start-up</li> <li>We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen</li> <li>Regular compensation reviews - we reward great work!</li> <li>Unlimited access to Claude Code and best-in-class AI tools; experimentation &amp; building is encouraged &amp; celebrated.</li> <li>Pension scheme &amp; match up to 4%</li> <li>Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents</li> <li>Flexible paid time off policy</li> <li>Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones</li> <li>If you’re cycling, we’ve got you covered on the Cycle-to-Work