Director of AI Solutions Engineering

Fin; Chicago (IL); On-site; USD 296,000 - 353,000; Full time

Job summary

Intercom is seeking a transformational Solutions Engineering leader to head our Mid Market and Enterprise SE teams in North America. You’ll shape GTM, build a world-class team, and drive customer outcomes with our AI-first platform.

This role blends strategy and hands-on execution, partnering with Sales, Product, Marketing, and R&D to win complex deals and mentor a growing SE organization across regions.

Qualifications

• 5+ years of pre‑sales experience as a Sales Engineer, Solutions Engineer/Architect, or related individual contributor role.
• Having 3+ years of experience leading technical pre‑sales teams, with a proven track record of hiring, mentoring, and managing high‑performing teams.
• Ideally, experience selling AI, data, or highly technical products; or at the very least, deep curiosity and utilization of AI on your day‑to‑day.

Responsibilities

• Define and evolve the strategic vision and go-to-market (GTM) approach for the Solutions Engineering function.
• Lead, coach, and scale a high‑performing SE team across global regions and core verticals.
• Operate as a player‑coach, actively engaging in strategic deals while developing team capabilities.
• Support complex, six‑figure sales cycles with technical guidance, architecture, demos, and product evaluation support, as well as sales expertise.
• Serve as a trusted technical advisor and executive point of contact for large customers.
• Partner closely with Sales, Product, Marketing, and R&D to shape verticalized GTM motions and solution strategy.
• Champion a customer‑obsessed culture across the pre‑sales journey – from outbound to implementation.
• Lead discovery, design, and delivery of tailored technical solutions, including PoCs and business value assessments.
• Build reusable, scalable solution frameworks, and industry‑specific technical assets.
• Advocate for customer needs and insights internally to influence product roadmap and prioritization.
• Represent Intercom and the SE function externally through executive meetings and strategic events.
• Foster strong relationships with C‑level stakeholders, translating AI product capabilities into tangible business impact.

Skills

Pre-sales experience

Team leadership

AI/data product selling

Ambiguity tolerance

Humility & teamwork

Revenue forecasting

Communication skills

Job description

Intercom is seeking a transformational Solutions Engineering leader to head our Mid Market and Enterprise SE teams in North America. You’ll shape GTM, build a world-class team, and drive customer outcomes with our AI-first platform.

This role blends strategy and hands-on execution, partnering with Sales, Product, Marketing, and R&D to win complex deals and mentor a growing SE organization across regions.