Intercom and Fin AI Agent Implementation Lead

We’re a US insurance organization building a web portal that guides insurance agents through onboarding and carrier contracting. We plan to use Intercom with Fin AI Agent, Pro and possibly Copilot for chat and ticketing inside the portal, at about 20 seats, and we haven’t bought the workspace yet. We’re looking for an Intercom specialist to design the setup, configure it, work with our developer on the integration, and train our team.

Our support team is about 20 people across 4 teams, handling an estimated 800 to 1,000 conversations per month, mostly email and phone today. They’ve never used a help desk system, so the setup has to be simple to learn.

What you’ll do

• Map about 20 request types to ticket types, team inboxes and routing, with service levels and a view of unassigned tickets
• Bring our shared mailbox into Intercom, with workflows that send each email to the correct team
• Set up the Messenger in our Next.js portal, with JWT security for signed-in users and a separate experience for users who can’t sign in
• Build the Help Center and Fin AI Agent’s content, guidance, procedures and escalation rules
• Specify with our developer the API or custom MCP connection Fin AI Agent uses to look up a user’s own contract status, and the API calls our portal uses to open back-office tickets
• Configure Pro reporting and staff scorecards, and work with our IT team on SPF, DKIM and DMARC
• Test Fin AI Agent before launch, train our staff on video, and hand ongoing ownership to 1 person on our team

Required

• At least 2 Intercom implementations you led end to end, with Fin AI Agent in production
• Hands-on experience with Intercom workflows, ticket types, the Messenger and the Intercom API
• You’ve connected Fin AI Agent to a custom system
• Availability for calls between 9 a.m. and 5 p.m. US Eastern

Insurance or financial services experience is a plus.