Intercom/Fin AI CX Solutions Consultant

PlementOps helps businesses build smarter customer experience operations through expert implementation and AI-powered automation.

As a certified partner of leading CX platforms like Intercom and Zendesk, we design and implement CX systems that scale efficiently – combining best-in-class tooling with intelligent automation and AI to deliver faster, more consistent service.

You’re a natural system builder. You get genuine satisfaction from walking into someone else’s operational mess, making sense of it, and leaving behind something clean, efficient, and intuitive. Every client brings a new set of challenges. Others’ problems don’t drain you – they engage you.

This role involves constant learning about Intercom and its surrounding ecosystem. You’re the kind of person who follows Intercom product updates not because you have to, but because you’re actually curious. You test new features before clients ask about them. You engage in Intercom’s early access programs/betas, community events once you notice them. You have opinions on tools. You spot a better way of doing something and can’t help but build it.

You think beyond support. You understand that Intercom is not just a helpdesk – it’s a customer engagement platform. You naturally think about the full customer journey, from onboarding flows and proactive outbound messaging to how data moves between systems and surfaces in the right place at the right time. You understand that without clean, well-structured data flowing into Intercom, nothing built on top of it can be trusted – not the AI, not the reporting, not the outbound.

Engagements move fast – clients come to us for focused, time-bound projects and expect sharp, confident delivery. You thrive in that environment. And when it’s done, you’re proud of what you’ve left behind – not because someone will check, but because that’s just your standard.

This role sits between technical implementation and client consulting – and both sides matter equally.

You’ll configure, customize, and maintain Intercom environments for PlementOps’ clients, ranging from funky e-commerce shops to corporate SaaS companies. You’ll collaborate directly with clients to define CX strategy and translate business requirements into clean, scalable Intercom and Fin AI operations.

On the technical side, you’ll work across the full Intercom suite – Messenger, Inbox, Fin AI Agent, Copilot, Tickets, Help Center, and Outbound – connecting Intercom to external systems via API using Make.com or n8n as middleware. You’ll define endpoints for developers, configure data connectors, and build custom bot workflows and Fin AI procedures. A well-planned workspace structure and clean data architecture are the foundation on which everything else is built. You’ll need to understand what’s possible within Intercom’s architecture and know when and why to push its boundaries.

On the consulting side, you’ll work directly with clients who are often coming from fragmented, manual, or outdated customer support operations. You’ll listen, assess, and translate messy real-world workflows into clean, scalable Intercom environments – sometimes optimising what exists, sometimes rebuilding from scratch. You take the lead, perform requirements mapping, and own the outcome.

What makes this role unique is the depth of client immersion it requires. You temporarily become a highly knowledgeable member of each client’s team – learning their operations, understanding their end-users’ and agents’ behaviour, and building systems that feel intuitive to the people who use them every day. You then advise, build, and onboard – leaving clients with the most capable, well-structured setup their operations allow for.

AI is central to everything Intercom does – and increasingly to what clients expect. You’ll configure and continuously refine Fin AI to handle real customer conversations autonomously. But Fin is only as good as the foundation beneath it – a well-planned workspace structure, clean data architecture, and precise data mapping and syncing are what make AI perform, automations reliable, and reporting meaningful. You build that foundation first, then make the AI work on top of it.

The ability to communicate complex solutions clearly and bring clients along on the journey is just as important as the technical work itself.