Staff AI Product Designer

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.

Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent.

Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.

Role Overview

We’re looking for a Staff AI Product Designer to shape what our AI does, how it behaves, and how it fits into real user workflows.

This role sits at the intersection of product, design, and machine learning—turning emerging capabilities into reliable, high-quality user experiences. You’ll design systems: behaviors, decisions, orchestration, and end-to-end experiences powered by AI.

This is not a traditional product design role. You’ll go beyond interface design to define how AI systems behave, operate, and deliver value in the real world—similar to emerging “AI Model Designer” roles, but more deeply embedded in product.

What You’ll Do

1. Define AI capabilities (the “what and why”)

Identify and pattern match high-value opportunities for AI across the product

Define what AI should do—and just as importantly, what it should not do, making hard or unpopular calls when needed

Set clear boundaries for autonomy vs human control

2. Design AI behavior, orchestration, and system logic

Architect AI-driven workflows and agentic systems that operate across real-world scenarios and over time, including multi-step and agent-to-agent interactions

Establish d