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Staff Product Engineer - AI Solutions

IntercomBerlin, Germany
On-site Full-time

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Experience Level

Experience

Qualifications

Develop and maintain the systems that power Intercom's premier AI products, primarily using our ML Python tech stack, while occasionally engaging with our Rails application. Collaborate with ML Scientists to transition proof-of-concept code into robust, scalable solutions for real-world applications. Work alongside external product teams to design the optimal AI-powered product experience for our users.

About the job

At Intercom, we are revolutionizing customer service with our innovative AI solutions, dedicated to helping businesses enhance their customer interactions.

Our AI agent, Fin, stands as the most advanced customer service AI solution available, enabling businesses to offer unparalleled, round-the-clock support that significantly improves customer experiences. By integrating Fin with our Helpdesk, we deliver a comprehensive solution known as the Intercom Customer Service Suite, which is designed to handle complex inquiries that require a human touch.

Established in 2011 and trusted by nearly 30,000 businesses worldwide, Intercom is committed to raising the bar for customer service. We are driven by our core values, which inspire us to push boundaries, innovate with urgency, and continuously provide exceptional value to our clients.

What’s the Opportunity?

We are seeking experienced Staff Product Engineers to join our AI Group, tasked with developing Intercom’s AI-driven products. In this role, you will collaborate closely with our ML Scientists and product teams to gain an in-depth understanding of our products, customers, and the machine learning technology stack we utilize.

Our team is dedicated to defining new machine learning features, exploring suitable algorithms and technologies, and swiftly delivering initial prototypes to our customers.

As a product-focused unit, we work in collaboration with the Product and Design teams to ensure we deliver the best possible AI-enhanced product experiences. Our engineers are instrumental in facilitating rapid production, often transitioning to beta releases within weeks following successful offline tests.

We are passionate about leveraging machine learning technologies, and our projects range from classic supervised models to cutting-edge unsupervised clustering algorithms, and innovative applications of transformer neural networks. We rigorously test and measure the genuine impact of each model we deploy on our customers.

If you are an accomplished product engineer with a strong analytical mindset and hands-on experience with machine learning systems, we would love to connect with you!

About Intercom

Intercom is at the forefront of the AI Customer Service revolution, dedicated to transforming the way businesses engage with their customers. With our flagship AI agent, Fin, and a commitment to innovation, we empower organizations to deliver outstanding customer experiences.

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