Senior AI Deployment Consultant

What's the opportunity?

It's an exciting time at Intercom - especially within our Deployment Services team. We're helping some of the world's most innovative companies transform how they support their customers through AI-powered customer service.

As a Senior AI Deployment Consultant, you'll lead our largest and most complex customer deployments, combining world-class project management with hands-on technical configuration of Intercom's platform - including our agent Fin. You'll be the trusted advisor who ensures our customers achieve value quickly and at scale, guiding them not only to do the foundations, but set a direction on how they measure their impact with AI.

You'll partner with a dedicated team of engineers for complex technical work while managing the overall project strategy, timeline, and delivery. This is a perfect role for someone who thrives at the intersection of technology, customer success, and execution excellence.

What will I be doing?

• Lead end-to-end deployment programs for our largest customers, ensuring successful and timely implementation to Intercom and Fin.
• Define project scope, success criteria, and timelines that align with each customer's unique goals and support model.
• Act as the primary point of contact for customers throughout implementation, managing communication, alignment, and expectations.
• Partner cross-functionally with Sales, Customer Success, Engineering, and Product teams to design tailored deployment strategies and deliver measurable outcomes.
• Facilitate discovery sessions to understand complex customer requirements and translate them into actionable technical and project plans.
• Perform hands-on configuration of Intercom features - including automation, workflows, technical procedures and reporting - supported by our Forward Deployed Engineers for advanced integrations.
• Coordinate technical readiness activities, including integrations, data migrations, and security reviews.
• Track key metrics on both the customer and Intercom side such as time-to-value, automation rates, and customer satisfaction, taking proactive steps to ensure successful outcomes.
• Collaborate with our Product and R&D teams to surface feedback, identify improvements, and help shape future innovations.
• Contribute to the evolution of our Deployment Services methodology, templates, and best practices.

What skills do I need?

• 6+ years of experience in customer-facing implementation, deployment, or professional services roles, ideally within SaaS or AI technology companies
• Proven success managing large, complex projects with multiple stakeholders and workstreams.
• Strong technical aptitude - comfortable configuring software platforms and discussing integrations, APIs, and data flows.
• Excellent project management skills with a structured, proactive, and detail-oriented approach.
• Exceptional communication and relationship-building skills, capable of influencing both executives and technical stakeholders.
• Experience implementing or configuring platforms like Intercom, Zendesk, Salesforce, or similar customer experience tools is a plus.
• Analytical mindset with strong problem-solving, prioritisation, and decision-making skills.
• Adaptability and resilience in a fast-paced, changing environment.
• Passion for technology, AI, and helping customers succeed.

How will I be measured?

• Automation Rate - Are you driving your customers to achieve high adoption of Fin?
• Customer Satisfaction - Do customers receive a delightful and thorough experience as they begin their journey with Fin?
• Timeliness - Are your projects on-schedule against the dedicated timelines?

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!
• Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated.
• 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.

#LI-Hybrid