Intercom Platform Expert & Governance Lead

Thebes IT Solutions Ltd; City of Westminster; On-site; GBP 60,000 - 90,000; Full time

Job summary

Thebes Group is seeking an experienced Intercom Subject Matter Expert to optimise and govern its Intercom platform for a global organisation with ~2,000 users. The role focuses on configuration, maintenance, data integrity, security, and scalable processes.

You will coach colleagues and translate business needs into practical Intercom configurations. This administration-led position emphasizes hands-on expertise, platform reliability, and governance over development tasks, working with analysts

Qualifications

• Hands-on Intercom configuration and administration across complex environments.
• Configure and optimise the Fin AI Agent for better response accuracy and automation.
• Working knowledge of REST APIs, JSON payloads and integration troubleshooting.
• Understand Retrieval-Augmented Generation, knowledge base structure and AI grounding.
• Translate business needs into practical Intercom configurations with analysts.
• Challenge unnecessary complexity and propose platform-aligned solutions.
• Communicate clearly and solve problems with a practical hands-on approach.

Responsibilities

• Optimise workflows and routing within Intercom.
• Coach teams and transfer knowledge on Intercom best practices.
• Maintain data integrity and enforce governance standards.
• Monitor automation effectiveness and improve performance.
• Collaborate with analysts and stakeholders to align platform with business needs.

Skills

Intercom configuration

Fin AI agent tuning

REST APIs & JSON

RAG knowledge base & AI grounding

Requirement translation

Platform governance & security

Communication & problem-solving

Job description

Thebes Group is seeking an experienced Intercom Subject Matter Expert to optimise and govern its Intercom platform for a global organisation with ~2,000 users. The role focuses on configuration, maintenance, data integrity, security, and scalable processes.

You will coach colleagues and translate business needs into practical Intercom configurations. This administration-led position emphasizes hands-on expertise, platform reliability, and governance over development tasks, working with analysts