Intercom Migration Lead & AI Grounding Expert

Thebes Group; England; On-site; GBP 70,000 - 110,000; Full time

Job summary

Thebes Group is seeking a hands-on Intercom Subject Matter Expert (Contract) to lead a global migration journey. You will guide a multi-company team moving customer support from Salesforce to Intercom, with around 2,000 users transitioning and no prior Intercom experience in the team.

You will be the go-to Intercom authority, shaping setup best practices, governance, and security from day one. This administration-led role focuses on process over development, ensuring scalable and maintainable

Qualifications

• Structuring, cleansing and optimising a knowledge base for RAG.
• Designing multi-branch conditional workflows from real-time data schemas.
• Managing structural data integrity of People and Companies models with external pipelines.
• Enforcing RBAC and compliance protocols across the workspace.

Responsibilities

• Act as the in-house Intercom expert guiding migrations to the platform.
• Lead the migration journey hands-on with the team.
• Teach and mentor colleagues new to Intercom to retain knowledge.
• Align requirements with Intercom capabilities with business analysts.
• Configure security, access and data privacy during user migrations.
• Design and maintain workflows, routing, SLAs and conversation flows.
• Ground, tune and monitor the Fin AI agent for accurate, safe handovers.
• Keep data structures clean and governed for long-term manageability.

Skills

RAG & AI grounding

Advanced routing logic

Data schema governance

Workspace security

Tools

REST API & JSON parsing

Canvas Kit / UI extensibility

RBAC / data privacy

GDPR/CCPA compliance

Job description

Thebes Group is seeking a hands-on Intercom Subject Matter Expert (Contract) to lead a global migration journey. You will guide a multi-company team moving customer support from Salesforce to Intercom, with around 2,000 users transitioning and no prior Intercom experience in the team.

You will be the go-to Intercom authority, shaping setup best practices, governance, and security from day one. This administration-led role focuses on process over development, ensuring scalable and maintainable