Why This Job is Featured on The SaaS Jobs
This Senior AI Deployment Specialist role sits at the intersection of SaaS customer operations and applied AI, focused on getting an AI support agent into production for real customer environments. In the current SaaS landscape—where support automation and LLM-driven workflows are becoming core product capabilities—implementation quality increasingly determines whether customers see measurable impact or stall at pilot stage.
From a SaaS career perspective, the role builds a portfolio of repeatable deployment patterns: discovery, solution design, enablement, and adoption. It also creates direct exposure to how product, services, and go-to-market functions coordinate around new platform capabilities, with feedback loops into R&D and customer education. That combination is particularly valuable as more SaaS companies package AI features that require configuration, governance, and change management rather than a simple “turn it on” experience.
This position tends to suit professionals who like being the accountable product expert in customer-facing engagements and who are comfortable translating complex technical concepts into operational plans. It also fits those who prefer cross-functional work—partnering with sales, success, support, and engineering—while staying close to outcomes such as adoption and deployment milestones.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
What's the opportunity?
It’s an exciting time in the Customer Support industry - Intercom and more specifically Fin AI Agent is transforming the way our customers do business and driving innovation to their Support Model! The Professional Services team is crucial to this process and we pride ourselves on the level of partnership our customers receive. Whether purchasing Intercom for the first time, expanding Intercom use to a new team, or adopting new features - customers want trusted advisors to guide them through the process.
As an AI Deployment Specialist at Intercom, you’ll share ownership of our Customers’ success alongside other members of our Professional Services team. Your primary responsibility is helping customers implement Intercom’s suite of AI tools to solve their most complex problems and ultimately drive incredible value for their business.
AI Deployment Specialists have an outsized impact on the company. If you want to help make business personal for our customers and you want to work with an ever growing and changing team, you’re in the right place.
What will I be doing?
- You will act as the main product expert during our customer’s deployment of Fin AI Agent for Customer Support
- You’ll partner with the rest of the Professional Services team, the Sales team, and the Customer Success team to deliver the best possible experience for new clients
- You’ll facilitate discovery of complex customer objectives and requirements and help translate them to items included in our deployment plans
- You’ll work closely with Project Managers and AI Agent Engineers to complete tasks on the deployment plan or enable customers to complete
- You’ll execute tailored AI-first customer service strategies based on customer goals and drive product adoption of our AI features
- You’ll help drive success of the Professional Services Team by exceeding the measured Key Performance Indicators for your Project Portfolio
- You’ll collaborate with our Customer Support and R&D teams to help coordinate resolution of issues, potential defects, and provide detailed product feedback around feature enhancements
- You’ll collaborate with our Customer Education Team to ensure our self-serve materials are up to date and best in class
What skills do I need?
- 6+ years of work experience, with 4+ year(s) in a customer-facing role
- Positivity: A genuine interest in the work you do and a positive attitude!
- Curiosity: a passion for learning, for technology, and for solving problems
- Training: the ability to make complex topics simple to understand
- Rapport Building: comfortable working with customers via video calls
- Adaptability: change is constant and the Professional Services Team values experimentation to find the best processes and solutions
- Demonstrate the Intercom Values: Customer Obsessed, Success First, Incredibly High Standards, Open Mindedness, Resilience, Impatience, Positive and Optimistic
Bonus skills & attributes
- Experience training on software, experience with Intercom, or experience with other SaaS products
- Experience with AI Agents and / or Large Language Models
- Past experience in Customer Success, Support, Sales Engineering, Consulting
- Great examples of self started projects with measurable success
- Experience with RESTful API Integrations
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.
