Intercom Subject Matter Expert

Role: Intercom Subject Matter Expert (Contract)

Location: United Kingdom Contract Length: 6 Months
Start Date: £550

Key essential Skills:

• Extensive hands-on experience configuring and administering Intercom across complex environments.
• Experience configuring, grounding and optimising the Fin AI Agent to improve response accuracy and automated resolution rates.
• Working knowledge of REST APIs, JSON payloads and integration troubleshooting.
• Understanding of Retrieval-Augmented Generation (RAG), knowledge base structure, content quality and AI grounding.
• Ability to work closely with business analysts to translate requirements into effective Intercom configurations.
• Confidence challenging unnecessary complexity and recommending platform-aligned solutions.
• Strong communication and problem-solving skills, with a practical, hands-on approach.

Desirable Skills:

• Experience administering Intercom across global or multi-company environments.
• Familiarity with Intercom Copilot and AI-assisted agent workflows.
• Knowledge of Canvas Kit, Custom Apps and interactive Messenger experiences.
• Experience improving customer support automation and operational efficiency through analytics.
• Familiarity with external system integrations and data synchronisation.
• Understanding of role-based access control (RBAC), permissions and workspace security.
• Knowledge of data privacy, retention and compliance requirements, including GDPR and applicable CCPA requirements.
• Experience documenting platform standards, governance processes and operational procedures.

Overview:

We are seeking an experienced Intercom Subject Matter Expert to support a global organisation in optimising its customer support platform and establishing effective, sustainable ways of working. With approximately 2,000 users across multiple companies, the organisation requires a hands-on specialist who understands how Intercom is structured, what it can do and how to configure it correctly from the outset.

You will act as the in-house Intercom authority, guiding teams on platform capabilities, advising on best practices and ensuring business requirements are translated into practical, maintainable configurations. Responsibilities will include optimising workflows and routing, improving Fin AI performance, maintaining data integrity, enforcing security and governance standards, and monitoring automation effectiveness.

Working closely with business analysts and operational stakeholders, you will help ensure the platform supports business needs without unnecessary customisation or complexity. You will also coach colleagues who are new to Intercom, building internal capability and ensuring knowledge is retained within the organisation.

This is an administration-led role focused on Intercom expertise, configuration, optimisation and governance. It is not a software development or solution architecture position.

Outline Thebes Group:

Thebes, a seasoned IT Managed Service provider with a 19-year track record, offers fast, flexible, and value-driven solutions, tailored to propel your organization into the next phase of its IT journey. Our unique Assured Outcome Provider (AOP) methodology prioritizes quality service, industry-leading solutions, and tangible ROI over conventional metrics like headcount and price lists. In our commitment to putting your needs first, we specialize in strategic IT consultancy, efficient project execution, ITaaS management, and staffing augmentation with our network of skilled professionals.

What sets us apart is our proficiency in harnessing cutting-edge AI and Cloud technologies for cost optimization, ensuring that your IT infrastructure not only meets but exceeds expectations. We don't just deliver services; we curate digital solutions that align seamlessly with your business objectives. With a relentless focus on delivering outcomes, we do things for you, not to you, constantly adding value to your operations. Trust Thebes to be your partner in achieving IT excellence, where innovation and efficiency converge for unparalleled success.