Senior AI Deployment Consultant - Partners

About the role

Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences. Our AI Agent Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey - from service, to sales, to ecommerce. Powered by our own AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration. Fin can also be combined with our natively integrated Intercom help desk for one single system that is designed to meet the needs of modern day support teams. Founded in 2011, Fin became one of the fastest growing companies and remains one of the largest private software companies in the world with nearly 30,000 global businesses using our products to transform their customer support. Driven by our core values, we push boundaries, build with speed and intensity, and relentlessly deliver incredible value to our customers. What's The Opportunity? It's an exciting time at Fin - especially within our Deployment Services team. We're helping some of the world's most innovative companies transform how they support their customers through AI-powered customer service. A growing proportion of that work is delivered through our certified partner network, and we need someone to make sure that delivery is world-class. As a Partner-Facing AI Deployment Consultant, you'll be the technical backbone of our partner ecosystem - enabling partners to deliver high-quality Intercom and Fin deployments, resolving their technical escalations, and stepping in to lead customer engagements directly when needed. You'll be expected to be an expert on deploying Fin and related products as they are released and evolve - staying ahead of the curve so you can bring that knowledge to partners before they need it. You'll combine deep product expertise with a coaching mindset, ensuring our partners are equipped, supported, and held to the same standard we hold ourselves. You'll work closely with our Partner Services team, internal Product and Engineering teams, and directly with partners and their customers. This is a perfect role for someone who thrives at the intersection of technical delivery, enablement, and quality assurance across a scaled delivery model. What Will I Be Doing? Working closely with Partner Services Managers, you will act as the primary technical point of contact for certified delivery partners, helping them resolve deployment-related issues across Intercom's platform including Fin, Workflows, Procedures, Guidance, and integrations Manage technical partner escalations with internal Product and Engineering teams - triaging issues, providing context, and driving them to resolution so partner-led deployments stay on track Enable partners on new product features, technical updates, and deployment methodology changes through structured enablement sessions, documentation, and hands-on walkthroughs Shadow partner-led deployments to monitor delivery quality, provide real-time feedback, and ensure alignment with Intercom's product best practices and Deployment Services methodology Step in and lead customer deployments directly where a partner is unable to deliver or where delivery quality falls below the required standard - ensuring the customer experience is protected regardless of who is delivering Perform hands-on configuration of Intercom features - including automation, workflows, reporting, and Fin - both as part of direct delivery and as a reference point for partner enablement Facilitate technical discovery sessions alongside partners for complex customer requirements, translating them into actionable deployment plans Coordinate technical readiness activities including integrations, data migrations, and security reviews in partnership with our Forward Deployed Engineers and partner teams Collaborate with Product and R&D teams to surface partner and customer feedback, identify product improvements, and help shape future innovations Track and report on partner delivery quality metrics, identifying patterns in escalations and using them to improve enablement content and partner certification standards Play a hands-on role in our partner certification program - assessing partner readiness, conducting technical evaluations, and ensuring partners meet the standard required to deliver Intercom deployments independently Build and maintain enablement content in our AI-first learning delivery platform, including deployment playbooks, technical walkthroughs, feature update modules, and certification materials that keep our partner network current as the product evolves What Skills Do I Need? 6+ years of experience in customer-facing implementation, deployment, or professional services roles, ideally within SaaS or AI technology companies Experience working with or through delivery partners, channel partners, or system integrators - either enabling them, mana

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