Intercom SME (Migration)

Thebes Group; Greater London; On-site; GBP 90,000 - 130,000; Full time

Job summary

Thebes Group seeks an hands-on Intercom Subject Matter Expert to lead a migration journey for a global team. Several group companies have chosen to move from Salesforce to Intercom, with around 2,000 users expected to transition.

The role requires deep Intercom expertise to structure and manage the platform from day one, guiding teams to fit business processes to Intercom’s way of working. It is an administration-led role at a high level of Intercom expertise.

Qualifications

• Experience structuring, cleaning and optimising knowledge bases for Retrieval-Augmented Generation (RAG).
• Designing complex, multi-branch conditional workflows based on real-time data schemas.
• Managing the structural data in the People and Companies data models, alongside external pipelines.
• Enforcing RBAC and governance protocols across the workspace.

Responsibilities

• Act as the in-house Intercom expert, advising the team on migration when moving users to the platform.
• Lead the migration journey, working hands-on with the team.
• Teach and guide colleagues new to Intercom to ensure knowledge transfer.
• Work closely with business analysts to ensure requirements fit Intercom workflows.
• Set up each company with best practices for Intercom structure and capabilities.
• Configure security, access and data privacy as users are moved across.
• Design and maintain workflows, routing, SLAs and conversation flows.
• Ground, tune and monitor the FinAI agents to ensure accurate responses.
• Keep the data structure clean and governed for long-term manageability.

Skills

RAG grounding

Routing architecture

Data governance

RBAC governance

Tools

REST API

UI Extensibility

Data privacy

Job description

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.