Staff AI Designer
IntercomFin 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.
Role Overview
What You’ll Do
- Identify and pattern match high-value opportunities for AI across the product
- Define what AI should do—and just as importantly, what it should not do, making hard or unpopular calls when needed
- Set clear boundaries for autonomy vs human control
- Architect AI-driven workflows and agentic systems that operate across real-world scenarios and over time, including multi-step and agent-to-agent interactions
- Establish decision frameworks: when systems should act, ask, escalate, or defer
- Design for uncertainty, failures, and edge cases as core system behavior
- Develop and apply design principles and heuristics to shape how AI systems behave and make decisions
- Ensure systems remain coherent and predictable, even as complexity scales