Agentic ai customer support platform implementation consultant

This is a remote position. Agentic AI Customer Support Platform Implementation Consultant (Intercom Fin, Forethought/Zendesk AI) Intercom Helpdesk / Fin Platform | Zendesk Helpdesk / Forethought | Salesforce CRM

Location: Remote / Hybrid (US-based)

Engagement Type: Contract / Consulting

Experience Level: Senior Consultant / Solution Specialist

About Opportunity

We are seeking an Agentic AI Customer Support Platform Implementation Consultant with proven, hands-on experience implementing Intercom Fin, Forethought/Zendesk AI, or similar Agentic AI customer support platforms to drive customer support automation, AI-assisted resolution, and self-service transformation. This consultant will lead hands-on implementation from discovery through production deployment, partnering with support, operations, and technical stakeholders to deliver measurable improvements in ticket deflection, agent productivity, answer quality, and customer experience.

Key Responsibilities

• Implement and configure Intercom Fin, Forethought /Zendesk AI, or a comparable Agentic AI customer support platform for AI-powered support operations.
• Design, structure, and optimize knowledge sources and Retrieval-Augmented Generation (RAG) experiences to improve answer accuracy and self-service adoption.
• Configure AI agents, conversation flows, routing rules, escalation paths, and automation workflows for production use.
• Integrate Agentic AI support platforms with Salesforce CRM, Zendesk Helpdesk, Intercom Helpdesk/Fin, REST APIs, webhooks, and required enterprise systems.
• Monitor AI agent performance and tune accuracy, containment, escalation quality, customer satisfaction, and operational efficiency.
• Identify high-value automation opportunities across the customer journey and convert them into deployable AI support workflows.
• Create documentation, implementation playbooks, and knowledge-transfer materials for internal adoption.

Required Qualifications

• Proven hands-on experience implementing Intercom Fin, Forethought /Zendesk AI, or similar Agentic AI customer support platforms.
• Strong working knowledge of Conversational AI, AI Agents, Retrieval-Augmented Generation (RAG), prompt behavior, and AI answer-quality tuning.
• Proven ability to design, clean, organize, and optimize support knowledge bases for AI-driven resolution.
• Experience integrating AI support platforms with customer support systems, CRM platforms, and enterprise applications, including:
• Salesforce CRM
• Zendesk Helpdesk and Zendesk AI capabilities
• Intercom Helpdesk and Intercom Fin
• REST APIs, webhooks, and SaaS integrations
• Ability to troubleshoot integrations, validate data flows, and resolve implementation issues across connected systems.
• Strong understanding of support operations, ticket routing, escalation workflows, knowledge management, and customer service operating models.
• Excellent communication skills with the ability to translate business needs into implementation decisions, technical requirements, and adoption guidance.

Consultant Deliverables

• Production-ready configuration of Intercom Fin, Forethought /Zendesk AI, or an equivalent Agentic AI customer support platform.
• Verified integration with Salesforce CRM, Zendesk Helpdesk / Zendesk AI, Intercom Helpdesk / Fin, and required business systems.
• Optimized knowledge sources, RAG configuration, AI agent behavior, routing logic, and support automation workflows.
• Tested and deployed AI-powered support experiences with defined success metrics, performance reporting, and improvement recommendations.
• Implementation documentation, administrator guidance, and knowledge-transfer materials for internal teams.

Preferred Qualifications

• Experience with Microsoft Copilot Studio, Salesforce Agentforce, ServiceNow AI Agents, or enterprise AI automation platforms.
• Experience with prompt engineering, AI governance, testing frameworks, and AI performance optimization.
• Familiarity with modern LLM ecosystems, enterprise AI implementation patterns, and responsible AI practices.