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About the Role

The Research, Analytics & Data Science (RAD) team at Intercom uses data and insights to drive evidence-based decision-making. As a Forward Deployed Data Scientist, you’ll embed with customers to build Enterprise-grade Fin deployments, transforming how strategic customers scale customer support by designing, building, and implementing data-driven solutions. You will also feed insights from frontline deployments back into Intercom’s product and strategy, shaping the future of AI customer service.

Responsibilities

Drive the adoption of Fin by helping customers automate and scale their support operations.
Embed with strategic customers to understand their support workflows, data, and business challenges to identify and implement opportunities where AI can deliver measurable impact.
Steer customers toward best practices in measurement and AI adoption to realize the full value of Fin.
Partner closely with Sales, Success, and Product to deliver seamless customer experiences and successful deployments, and to create feedback loops that shape product development.
Use AI to prototype, test, and scale data-driven solutions, building tools that make us faster and more effective in driving Fin adoption and customer impact.

Requirements

Proven ability to apply data science in real-world business contexts to drive measurable outcomes.
Strong collaboration mindset; skilled at working across Sales, Success, Product, and Engineering.
High adaptability and ownership: able to shift between deep technical analysis and high-level strategic framing.
Excellent communication skills, both technical and non-technical.
Rapid prototyping with systems thinking: you know when a customer needs a fast, bespoke answer, and when to build something others will keep using.
Excellent SQL and production-aware Python, you write code other people can run, not just code that runs once and are experienced applying analytical and statistical methods to real business problems.
Experience with AI/ML evaluation, LLM-driven applications, or conversational AI.
Willing to travel and work on-site with customers to build deep relationships and uncover insights firsthand.
Proof of eligibility to work in the United States is required.

Skills

Data science
AI/ML evaluation
LLM-driven applications
Conversational AI
SQL
Python
Collaboration
Communication
Prototyping
Systems thinking

Location

San Francisco Bay Area

Work Type

Hybrid
On-site

Experience Level

Enterprise-grade
Forward Deployed

Salary/Compensations

$206,600 - $229,000
Corporate bonus program or sales incentive
Stock in the form of Restricted Stock Units (RSUs)

Benefits

Health and wellbeing support
Family support
Time away from work programs
Financial future support

About the Company

Fin, now part of Salesforce, is on a mission to help businesses provide perfect customer experiences.
Our AI Agent Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey, from service, to sales, to ecommerce.
Powered by our own AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration.
Fin can also be combined with our natively integrated Intercom help desk, giving modern support teams one single system.
Together with Salesforce, the #1 AI CRM, where humans with agents drive customer success, we're building the future of customer experience.
Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword, it's a way of life.
The world of work as we know it is changing, and we're looking for Trailblazers who are passionate about bettering business and the world through AI.
Ready to level up your career at the company leading workforce transformation in the agentic era?
Agentforce is the future of AI, and you are the future of Salesforce.

Equal Opportunity

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment.
At Salesforce, we believe in equality for all.
We believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination.
Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law.
This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey.
It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between.
Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit.
The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.
Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.