Senior Product Engineer, AI

Intercom; City Of London; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading AI customer service company in London seeks a Senior Product Engineer to build innovative AI-powered products. The role emphasizes collaboration with ML scientists and product teams. Ideal candidates will have strong software engineering skills and a willingness to learn. The position comes with a competitive salary, flexibility to work remotely, and a robust benefits package.

Benefits

Competitive salary and equity

Free lunch and snacks

Regular compensation reviews

Pension scheme with match

Comprehensive health and dental insurance

Flexible paid time off

Paid maternity and paternity leave

Cycle-to-Work Scheme

Standard equipment provided

Qualifications

• 5+ years of experience shipping high-quality products.
• No ML experience required; excellent software engineering skills are valued.
• Demonstrated impact in previous work.
• Strong technical fundamentals and a love for learning.

Responsibilities

• Build the systems that power Intercom’s flagship AI products.
• Work with ML Scientists to bring code to production.
• Contribute to software development phases: ideation, prototyping, implementation, testing.
• Mentor and develop other engineers.

Skills

Software engineering skills

Programming languages (Ruby, Python, Javascript)

Experience shipping high-quality products

Strong willingness to achieve good outcomes

Bias towards progress over perfection

Education

BSc in Computer Science, Maths or Statistics

Job description

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better.

Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.

We’re looking for Senior Product Engineers to join the AI Group to build Intercom’s AI-powered products. Product Engineers working in ML work closely with both our ML Scientists and product teams. They must deeply understand our product, our customers, our ML tech stack and our broader product stack.

What will I be doing?

Product Engineers in the AI Group build the systems that power Intercom’s flagship AI products. This usually means working in our ML Python tech stack, but at times also means working across the product on our Rails app too.

• Build the systems that power Intercom’s flagship AI products.
• Work alongside our ML Scientists bring proof-of-concept code to production; ensuring it’s robust and scalable for real-world use.
• Partner with product teams outside of our group, to shape the best AI-powered product experience for our customers.
• Contribute to all phases of software development including ideation, prototyping, and implementation and testing.
• Play an active role in the hiring, mentoring, and career development of other engineers.
• Raise the bar for technical standards, performance, reliability, and operational excellence within the group and across Intercom.

Profile we’re looking for

These are meant to be indicative, not hard requirements.

• 5+ years of experience shipping high-quality products.
• No ML experience required. We believe you can be highly effective immediately by bringing excellent software engineering skills, and learn ML as you work on the team.
• You can demonstrate significant impact in the work that you have done.
• You take pride in having strong technical fundamentals; you love learning and are willing to work hard to invest in your development.
• Deep knowledge of a high-level programming language (for example, Ruby, Python, Javascript etc.) but it doesn’t need to be a language that we use here!
• Strong willingness to fight for good outcomes
• Bias towards progress over perfection
• BSc in Computer Science, Maths or Statistics or related discipline

Bonus skills & attributes

• Previous experience in data analytics, or statistical role

Benefits

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!

• Competitive salary and equity in a fast-growing start-up
• We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
• Regular compensation reviews - we reward great work!
• Pension scheme & match up to 4%
• Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
• Flexible paid time off policy
• Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
• If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
• MacBooks are our standard, but we also offer Windows for certain roles when needed.

Policies

Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.

Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.