Customer Support Platform Implementation Consultant

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

⏳ Contract/Temporary

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 15%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Palo Alto Labs

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2025

💼 Consulting

🔒 Cybersecurity

🤖 Artificial Intelligence

Consulting • Cybersecurity • Artificial Intelligence

Palo Alto Labs is a technology managed-services and innovation firm that partners with businesses to deliver next-generation management technology, digital transformation, and operational excellence. The company provides managed cloud services, cybersecurity, SAP and AI capabilities, finance-as-a-service (FaaS), and data transformation and management, while designing prototypes and processes for new services and experiences. Its focus is on empowering enterprise customers and global capability centers to improve performance, security, and go-to-market readiness.

📋 Description

• 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 • Deliver production-ready platform configuration, verified integrations, optimized knowledge sources and RAG configuration, tested AI-powered support experiences, success metrics, performance reporting, improvement recommendations, administrator guidance, and knowledge-transfer materials

🎯 Requirements

• 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 Salesforce CRM, Zendesk Helpdesk and Zendesk AI, Intercom Helpdesk and Intercom Fin, 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 • Preferred: Experience with Microsoft Copilot Studio, Salesforce Agentforce, ServiceNow AI Agents, or enterprise AI automation platforms • Preferred: Experience with prompt engineering, AI governance, testing frameworks, and AI performance optimization • Preferred: Familiarity with modern LLM ecosystems, enterprise AI implementation patterns, and responsible AI practices

🏖️ Benefits

• Remote work arrangement • Consulting/contract engagement