Intercom was founded in 2011 to change the standard of customer service online. Our AI-first customer service platform is a totally new way to deliver customer service and is designed to transform the way businesses interact with their customers through AI. We all know that customer service on the internet sucks. It’s slow and impersonal. We help businesses provide instant and exceptional service to their customers and maximize their support agents’ productivity, efficiency, and performance—all through our single AI system. More than 25,000 businesses use Intercom to send millions of messages to millions of customers each month.Intercom has been a long-standing product leader and cultural icon in the technology and startup worlds for more than a decade. We set the pace for our industry and live by our values that allow us to push boundaries, build with speed and intensity, and deliver incredible value to our customers.Join us on our mission to redefine customer service and make internet business personal.
What's the opportunity? 🤔
Enterprise Systems at Intercom is the organization that enables us to operate to the standards of a high-performing, high-growth, scalable company.
If you are a seasoned Integration Architect looking to make a significant impact within a forward-thinking organization, we invite you to apply and contribute to the success of our technology ecosystem. As the Senior Integrations Architect, you will play a pivotal role in designing and implementing robust and scalable integration solutions connecting various systems within Intercom Enterprise systems, overseeing custom development, ensuring data integrity and security, providing technical leadership and guidance, and collaborating with cross-functional teams. Leveraging your deep expertise in system architecture and integration technologies, you will own the integration platform and ensure seamless connectivity between various applications, systems and platforms, while also staying updated on emerging technologies and trends, and continuously improving the organization's business systems architecture to align with Intercom business objectives.
What will I be doing? 🚀
- Strategic Planning:
- Collaborate with key stakeholders to understand business requirements and translate them into comprehensive integration strategies.
- Develop and maintain a roadmap for integration initiatives, ensuring alignment with overall business and IT strategies.
- Architectural Design:
- Design and architect end-to-end integration solutions that meet functional and non-functional requirements.
- Provide technical leadership in the selection of integration technologies and tools, considering factors such as scalability, security, and maintainability.
- Leadership:
- Provide technical leadership and mentorship to development teams and stakeholders.
- Provide guidance on best practices in integration design, development, and testing.
- Collaboration:
- Work closely with cross-functional teams, including application developers, data engineers, and business analysts, to ensure successful implementation of integration projects.
- Collaborate with external vendors and partners to integrate third-party solutions seamlessly.
- Quality Assurance:
- Establish and enforce integration development standards, ensuring the reliability and performance of integration solutions.
- Conduct regular reviews and audits to identify areas for improvement and optimization.
- Documentation and Training:
- Create and maintain comprehensive documentation for integration solutions, including design specifications, architecture diagrams, and operational guidelines.
- Conduct training sessions to enhance the skill set of the integration team and other relevant stakeholders.
What skills do I need? 📖
- Bachelor's or Master's degree in Computer Science, Information Technology, or a related field.
- Proven experience (7+ years) in designing and implementing complex integration solutions.
- In-depth knowledge of integration patterns, protocols, and technologies (e.g., REST, SOAP, JSON, XML, ETL processes).
- Experience with cloud-based integration platforms and microservices architecture.
- At least 2+ years of Workato experience.
- Experience designing and implementing integrations with core SaaS platforms like Salesforce, NetSuite, Zuora, Stripe, etc..
- Strong leadership and communication skills with the ability to convey complex technical concepts to non-technical stakeholders.
- Ability to create comprehensive technical documentation, including solution designs, architectural diagrams, and configuration details.
- Excellent problem-solving, analytical, and project management skills.
- Ability to lead and work collaboratively in a team environment.
- Ability to mentor and guide junior developers, administrators, and other team members, fostering a culture of learning and growth.
- Understanding business processes and the ability to translate business requirements into technical solutions that drive value.
- Capability to align technical solutions with long-term business goals and develop a cohesive Integration architecture roadmap.
Bonus skills & attributes 🙌
- Relevant certifications (e.g., TOGAF, Workato, MuleSoft, Dell Boomi)
- Previous experience in high tech industry in a similar role
Benefits 😍
We are a well-treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us! :)
- Competitive salary and meaningful equity
- Comprehensive medical, dental, and vision coverage
- Regular compensation reviews - great work is rewarded!
- Flexible paid time off policy
- Paid Parental Leave Program
- 401k plan & match
- In-office bicycle storage
- Fun events for Intercomrades, friends, and family!
Policies
Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least two days per week.
We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.
Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.
Is this role not quite what you're looking for? Join our Talent Community to stay connected with us.
What We Do
Intercom is the next generation customer service platform, built for an AI-first world. Intercom is the only platform that combines an AI Bot + AI Help Desk + Proactive Support tools into one seamless platform.
Founded in 2011 and backed by leading venture capitalists, including Kleiner Perkins, Bessemer Venture Partners and Social Capital, Intercom is on a mission to make internet business personal.
Our products are great to sell, because they're loved by our customers. We received a “Top Rated” for Live Chat on Trustradius, and we’re a Top 50 product for Small Businesses on G2 - we think these awards speak for themselves.
Why Work With Us
We're a more established company that still feels like a start-up environment. We operate and innovate quickly. Employees have the opportunity to take big bets, make signficiant impact, and advance in their careers.
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