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
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.
· 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.
· 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:
o Salesforce CRM
o Zendesk Helpdesk and Zendesk AI capabilities
o Intercom Helpdesk and Intercom Fin
o 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.
· 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
· 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
Skills Required
- 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, prompt behavior, and AI answer-quality tuning
- Experience designing, cleaning, organizing, and optimizing support knowledge bases for AI-driven resolution
- Experience integrating AI support platforms with Salesforce CRM, Zendesk Helpdesk, Zendesk AI, Intercom Helpdesk, Intercom Fin, REST APIs, webhooks, and SaaS systems
- Ability to troubleshoot integrations, validate data flows, and resolve implementation issues across connected systems
- Understanding of support operations, ticket routing, escalation workflows, knowledge management, and customer service operating models
- Excellent communication skills translating business needs into implementation decisions, technical requirements, and adoption guidance
- 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
What We Do
Palo Alto Labs is a new-age management consulting firm that helps organizations address complex business challenges through strategy, transformation, and managed services. It combines AI, automation, cloud, data engineering, cybersecurity, and enterprise-platform expertise to break down organizational silos, improve operational performance, and deliver measurable business outcomes. The firm positions itself as a strategic execution partner for ambitious enterprises navigating growth and technological change.
