Thebes Group
Intercom SME (Migration)
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Role: Intercom Subject Matter Expert (Contract)
Location: United Kingdom
Contract length and start date: To be confirmed with the hiring manager.
Essential Skills
- RAG and AI Agent Grounding (Fin Optimisation)
The skill: Structuring, cleaning and optimising a knowledge base specifically for Retrieval-Augmented Generation (RAG).
- Advanced Routing Architecture and Logic Trees
The skill: Designing complex, multi-branch conditional workflows based on real-time data schemas.
- Data Schema Governance and API Synchronisation
The skill: Managing the structural data integrity of the People and Companies data models, alongside external pipelines.
- Workspace Security and Conversation Governance
The skill: Enforcing Role-Based Access Control (RBAC) and compliance protocols across the workspace.
Supporting Technical Skills (Required)
- Conversational QA and analytics: Mining conversation logs, identifying intent gaps and optimising automated resolution rates based on performance metrics.
- Interactive conversation design: Building conversational trees using Custom Bots, Workflows, Macros and Switch Blocks to manage asynchronous triage.
- REST API and JSON: Consuming Intercom's REST API and parsing JSON payloads.
- UI extensibility (Canvas Kit): Deploying Custom Apps and interactive cards inside the Intercom Messenger to trigger external system actions.
- Data privacy: Automated data retention and workspace governance aligned with GDPR, CCPA and SOC 2.
Overview
We are looking for a hands-on Intercom subject matter expert to lead a migration journey for a global team. Several companies within the group have chosen to move their customer support from Salesforce to Intercom, and around 2,000 users are expected to move across.
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The existing team has no Intercom experience and is about to start managing it. You will be the person who knows how Intercom is structured and what it can do, and who guides and teaches the team so that each company is set up properly from day one. The aim is to avoid a platform that becomes difficult to manage later, by fitting business processes to the way the tool works rather than bending the tool around every request.
This is an administration-led role at the highest level of Intercom expertise. It is not a software development position and it is not a solution architect role.
Role and Responsibilities
- Act as the in-house Intercom expert, advising the team on what to do, and what not to do, when migrating users to the platform.
- Lead the migration journey, working hands-on alongside the team rather than only advising from a distance.
- Teach and guide colleagues who are new to Intercom, so knowledge stays with the team.
- Work closely with business analysts, who will be gathering requirements, to make sure those requirements fit how Intercom works.
- Set up each company in the best method, with a sound understanding of the Intercom structure and its capabilities.
- Configure security, access and data privacy correctly as users are moved across.
- Design and maintain workflows, routing, SLAs and conversation flows.
- Ground, tune and monitor the Fin AI agent so that it answers accurately and hands over safely.
- Keep the data structure clean and governed so the platform stays manageable over time.
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Ways of Working (Required)
- Experience of migrating users or teams onto Intercom, or a comparable support platform, at scale.
- Ability to coach and teach a team that is new to the tool.
- Comfortable working alongside business analysts on requirements.
Desirable Experience (Nice-to-Have)
- Knowledge of Salesforce. This is not as important, as the team already has Salesforce experts.
- Experience configuring Intercom's native Salesforce integration, including syncing leads, contacts, accounts and custom attributes in both directions.
- Familiarity with running the Fin AI Agent alongside Salesforce Service Cloud, resolving cases across email, web forms and live chat.
- Experience using Intercom Copilot to support human agents.
What This Role Is Not
- Not a software development role. Day-to-day work is administration and workflow based.
- Not a solution architect role.
- Salesforce is not the focus. The Intercom expertise is what matters.
Looking Ahead
Once everyone has been migrated and is using Intercom, the team expects to work on integrations between Intercom and Salesforce. An integration already exists in Australia and is working well, so this will build on work that has been done before, and the native connection between the two products should make further integration easier.
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