Customer Support Platform Implementation Consultant

This is a fully remote position, open to applicants in United States.

📋 Description

• Implement and set up Intercom Fin, Forethought/Zendesk AI, or a similar Agentic AI customer support platform for AI-enhanced support operations.

• Design, organize, and refine knowledge sources along with Retrieval-Augmented Generation (RAG) experiences to enhance answer precision and encourage self-service usage.

• Configure AI agents, conversation flows, routing rules, escalation paths, and automation workflows for operational deployment.

• Integrate Agentic AI support platforms with Salesforce CRM, Zendesk Helpdesk, Intercom Helpdesk/Fin, REST APIs, webhooks, and necessary enterprise systems.

• Oversee AI agent performance and fine-tune accuracy, containment, escalation quality, customer satisfaction, and operational efficiency.

• Identify valuable automation opportunities throughout the customer journey and transform them into actionable AI support workflows.

• Develop documentation, implementation playbooks, and knowledge-transfer materials for internal usage.

• Provide production-ready platform configurations, verified integrations, optimized knowledge sources and RAG setups, tested AI-driven support experiences, success metrics, performance reports, improvement recommendations, administrator guidance, and knowledge-transfer materials.

⛳️ Requirements

• Demonstrated hands-on experience in implementing Intercom Fin, Forethought/Zendesk AI, or comparable Agentic AI customer support platforms.

• Strong proficiency in Conversational AI, AI Agents, Retrieval-Augmented Generation (RAG), prompt behavior, and AI answer-quality tuning.

• Proven capability to design, cleanse, organize, and optimize support knowledge bases for AI-facilitated resolutions.

• Experience in integrating AI support platforms with Salesforce CRM, Zendesk Helpdesk and Zendesk AI, Intercom Helpdesk and Intercom Fin, REST APIs, webhooks, and SaaS integrations.

• Ability to troubleshoot integrations, validate data flows, and resolve implementation challenges across interconnected systems.

• Comprehensive understanding of support operations, ticket routing, escalation workflows, knowledge management, and customer service operational models.

• Excellent communication skills with the capacity to translate business requirements into implementation strategies, technical specifications, and adoption guidance.

• Preferred: Experience with Microsoft Copilot Studio, Salesforce Agentforce, ServiceNow AI Agents, or enterprise AI automation platforms.

• Preferred: Experience in prompt engineering, AI governance, testing frameworks, and AI performance optimization.

• Preferred: Familiarity with contemporary LLM ecosystems, enterprise AI implementation patterns, and responsible AI practices.

🏝️ Benefits

• Remote work arrangement.

• Consulting/contract engagement.