Prompt Engineer — Conversational AI

Intercom is hiring a Prompt Engineer to improve the quality of Fin, our AI customer service agent. You will write and optimise prompts that handle complex customer queries, reduce hallucinations, and maintain Intercom's brand voice across thousands of conversations daily.

Responsibilities

• Design and iterate on prompts for the Fin AI customer service agent
• Build automated evaluation pipelines to measure response quality
• Analyse conversation logs to identify failure patterns and improvements
• Collaborate with ML and product teams to ship prompt-driven features
• Write prompt engineering guidelines and best practices documentation

Requirements

• 2+ years experience with LLM product development
• Strong analytical skills to diagnose prompt failures from data
• Experience with Python for evaluation and analysis scripts
• Excellent written English for crafting natural-sounding AI responses