Senior Product Engineer - AI Platform

Who you are

You have 5+ years of experience in product engineering, particularly in AI or machine learning environments — you've successfully contributed to the development of AI-powered products and understand the intricacies of machine learning technologies. Your background includes a strong proficiency in Python, which you have used extensively to build scalable and efficient systems. You are comfortable collaborating with cross-functional teams, including ML engineers and data scientists, to drive product innovation and improve customer experiences.

You possess a deep understanding of AI infrastructure and the ability to adapt quickly to new advancements in the field — you thrive in environments where rapid prototyping and iterative development are key to success. Your experience has equipped you with the skills to research and implement appropriate algorithms and technologies that enhance product functionality and user satisfaction. You are passionate about leveraging AI to transform customer service and are eager to push boundaries in this space.

Desirable

Experience with cloud platforms and tools that support machine learning workflows is a plus — familiarity with AWS or GCP can help you navigate the infrastructure needed for AI product development. You have a keen interest in staying updated with the latest trends in AI and machine learning, which allows you to bring innovative ideas to the team. Your ability to communicate complex technical concepts to non-technical stakeholders will be invaluable as you work to align product features with customer needs.

What you'll do

As a Senior Product Engineer at Intercom, you will play a crucial role in building and enhancing AI-powered products that redefine customer service experiences. You will work closely with the AI Infrastructure team, collaborating with ML engineers and scientists to understand product requirements and translate them into technical specifications. Your responsibilities will include developing prototypes and iterating on product features based on user feedback and performance metrics.

You will be involved in defining new machine learning features and researching the latest algorithms to ensure that Intercom remains at the forefront of AI technology. Your role will require you to rapidly prototype solutions and test them in real-world scenarios, ensuring that they meet the high standards expected by our customers. You will also contribute to the development of a robust AI platform that allows other engineers to build upon your work, ensuring a seamless integration of AI capabilities into our customer service suite.

Collaboration will be key in this role, as you will partner with various teams to ensure that the AI products you develop align with business goals and customer needs. You will participate in regular team meetings to discuss progress, share insights, and brainstorm new ideas that can enhance our offerings. Your contributions will directly impact how businesses utilize AI to improve their customer service operations.

What we offer

Intercom provides a dynamic work environment where innovation is encouraged and supported. You will have the opportunity to work on cutting-edge AI technologies that are transforming the customer service landscape. We offer competitive compensation and benefits, including opportunities for professional development and growth within the company. Our culture emphasizes collaboration, creativity, and a commitment to delivering exceptional value to our customers. Join us in our mission to set a new standard for customer service through AI.