Intercom SME; Migration Job London area,Greater London England UK,IT/Tech

Position: Intercom SME (Migration)
Location: Greater London

Role:

Intercom Subject Matter Expert (Contract)

Location:

United Kingdom

Contractlengthandstartdate:

Tobeconfirmedwiththehiringmanager.

Essential

Skills:

1.RAGandAIAgent

Grounding(Fin Optimisation)

Theskill:Structuring,cleaningandoptimisingaknowledgebasespecificallyfor

Retrieval-Augmented Generation(RAG).

2.Advanced Routing Architecture and Logic Trees

Theskill:Designingcomplex,multi-branchconditionalworkflowsbasedonreal-timedataschemas.

3.Data Schema Governance and APISynchronisation

Theskill:Managingthestructuraldataintegrityofthe Peopleand Companiesdatamodels ,alongsideexternalpipelines.

4.Workspace Security and Conversation Governance

Theskill:Enforcing Role-Based Access Control (RBAC) andcomplianceprotocolsacrosstheworkspace.

Supporting Technical Skills (Required)

ConversationalQAandanalytics:miningconversationlogs,identifyingintentgapsandoptimisingautomatedresolutionratesbasedonperformancemetrics.
Interactiveconversationdesign:buildingconversationaltreesusing

Custom

Bots,Workflows,Macrosand Switch Blockstomanageasynchronoustriage .
RESTAPIandJSON:consuming

Intercom'sRESTAPIandparsingJSONpayloads.
UIextensibility(Canvas Kit):deploying

Custom Appsandinteractivecardsinsidethe Intercom Messengertotriggerexternalsystemactions .
Data privacy:automateddataretentionandworkspacegovernancealignedwithGDPR,CCPAandSOC
2.

Overview

Wearelookingforahands-on Intercomsubjectmatterexperttoleadamigrationjourneyforaglobalteam.

Severalcompanieswithinthegrouphavechosentomovetheircustomersupportfrom Salesforce to Intercom ,andaround2,000usersareexpectedtomoveacross.

Theexistingteamhasno Intercomexperienceandisabouttostartmanagingit.

Youwillbethepersonwhoknowshow Intercomisstructuredandwhatitcando,andwhoguidesandteachestheteamsothateachcompanyissetupproperlyfromdayone.

Theaimistoavoidaplatformthatbecomesdifficulttomanagelater,byfittingbusinessprocessestothewaythetoolworksratherthanbendingthetoolaroundeveryrequest.

Thisisanadministration-ledroleatthehighestlevelof

Intercomexpertise.

Itisnotasoftwaredevelopmentpositionanditisnotasolutionarchitectrole.

Roleand Responsibilities

Actasthein-house

Intercomexpert,advisingtheteamonwhattodo,andwhatnottodo,whenmigratinguserstotheplatform.
Leadthemigrationjourney,working hands-onalongsidetheteamratherthanonlyadvisingfromadistance.
Teachandguidecolleagueswhoarenewto Intercom,soknowledgestayswiththeteam.
Workcloselywithbusinessanalysts,whowillbegatheringrequirements,tomakesurethoserequirementsfithow

Intercomworks.
Setupeachcompanyinthebestmethod,withasoundunderstandingofthe

Intercomstructureanditscapabilities.
Configuresecurity,accessanddataprivacycorrectlyasusersaremovedacross.
Designandmaintainworkflows,routing,SLAsandconversationflows.
Ground,tuneandmonitorthe

FinAIagentsothatitanswersaccuratelyandhandsoversafely.
Keepthedatastructurecleanandgovernedsotheplatformstaysmanageableovertime.

Waysof Working(Required)

Experienceofmigratingusersorteamsonto Intercom,oracomparablesupportplatform,atscale.
Abilitytocoachandteachateamthatisnewtothetool.
Comfortableworkingalongsidebusinessanalystsonrequirements.

Desirable Experience (Nice-to-Have)

Knowledge of Salesforce.

Thisisnotasimportant,astheteamalreadyhas

Salesforceexperts.
Experienceconfiguring Intercom'snative

Salesforce integration,includingsyncingleads,contacts,accountsandcustomattributesinbothdirections.
Familiaritywithrunningthe

FinAIAgentalongside Salesforce Service Cloud ,resolvingcasesacrossemail,webformsandlivechat.
Experience using Intercom Copilottosupporthumanagents .

What This Role Is Not

Notasoftwaredevelopmentrole.

Day-to-dayworkisadministrationandworkflowbased.
Notasolutionarchitectrole.
Salesforceisnotthefocus.

The Intercomexpertiseiswhatmatters.

Looking Ahead

Onceeveryonehasbeenmigratedandisusing Intercom,theteamexpectstoworkonintegrationsbetween

Intercom and

Salesforce.

Anintegr…