Automation Engineer at Intercom

Montreal, Quebec, Canada

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Transportation, AutomationIndustries

Requirements

2-5 years of experience in the transportation and logistics industry, with hands-on experience in automation engineering and process optimization
Bachelor’s degree in Automation Engineering, Industrial Engineering, Mechanical Engineering, or a related field (or equivalent work experience)
Certification in Business Analysis, Project Management, or equivalent work experience (an asset)
Strong understanding of logistics, transportation, and industry-standard operating procedures related to sorting automation, including first, middle, and last mile operations
Experience with Warehouse Management Systems (WMS) and automation technologies
Solid understanding of SDLC and Agile methodologies
Proven ability to synthesize and analyze data, applying supply chain and logistics concepts to solve complex operational problems
Experience with transportation management systems (TMS), route planning, and optimization (a plus)
Strong leadership, influencing, and negotiation skills with the ability to make independent decisions and drive projects to successful completion
High problem-solving ability and a natural inclination for system thinking and process improvement
Ability to thrive in ambiguous situations and make decisions

Responsibilities

Design and optimize sorting automation systems, including conveyors, robotic arms, sensors, and vision-based identification technologies
Understand how PLCs and microcontrollers work to support automation solutions for sorting processes
Understand the integration of different systems in the automation architecture
Collaborate with vendors to support the installation and commissioning of automated sorting equipment, ensuring smooth integration into existing operational processes
Coordinate with vendors to ensure readiness for installation, managing requirements for building infrastructure, hardware, and software during project execution
Monitor the performance of automated sorting systems and identify opportunities for optimization
Troubleshoot and enhance sorting accuracy through data-driven analysis and adjustments in both software and hardware
Develop reports and dashboards to monitor key performance indicators (KPIs) and measure stakeholder satisfaction metrics within the transportation industry
Define sorting roles and responsibilities and develop relevant documentation, including SOPs and training materials
Create and maintain a comprehensive maintenance process for both corrective and preventive maintenance of sorting equipment
Oversee the scheduling and management of preventative maintenance to ensure continued system performance
Define and document sorting system requirements and project scope
Develop business cases, process flows, User Acceptance Test (UAT) plans, and other essential project documents
Write user stories, business rules, and business requirements documents (BRD) related to sorting, automation, and containerization
Create process models and flowcharts to clarify and deliver system requirements
Validate and obtain sign-off on business requirements from subject matter experts (SMEs)
Resolve conflicts and make independent decisions to meet project goals while adhering to defined requirements
Assist in creating training content and participate in train-the-trainer sessions to support end-user adoption
Work closely with cross-functional teams including engineers, software developers, and production teams to ensure automated sorting systems meet operational requirements
Collaborate with suppliers and vendors to source and implement new automation technologies
Provide first-line support during system rollout, gather feedback, and define next steps for pilot projects and future phases

Skills

PLC

Microcontrollers

Conveyors

Robotic Arms

Sensors

Vision Systems

Automation Architecture

System Integration

Installation

Commissioning

Troubleshooting

Data Analysis

KPIs

Dashboards

SOPs

UAT

BRD

Process Flows

Intercom

Customer communication platform for businesses

About Intercom

Intercom provides a customer communication platform that enables businesses to connect with their customers through personalized messaging and automation. The platform includes tools for live chat, email marketing, and customer support, allowing companies to manage interactions in one place. Intercom operates on a subscription model, offering various pricing tiers based on the features and scale needed by clients, which range from small startups to large enterprises across different industries. What sets Intercom apart from its competitors is its integration of multiple communication tools and analytics features, which help businesses assess the effectiveness of their customer engagement strategies. The main goal of Intercom is to enhance customer experience by facilitating better communication between businesses and their customers.

San Francisco, CaliforniaHeadquarters

2011Year Founded

$234.2MTotal Funding

SERIES_DCompany Stage

Consumer Software, Enterprise SoftwareIndustries

1,001-5,000Employees

Benefits

We reward our people - All full-time Intercom employees are offered a rewards program that includes competitive base salary, bonus, equity, and benefits.

We love to learn - There are so many opportunities here to learn and build a career. We support employees' growth by offering a wide range of continuing education options, including core skills, management training, and guided learning.

We take employee wellbeing seriously - We offer comprehensive healthcare coverage, including medical, dental, and vision, as well as employee assistance programs and mental health resources. We also offer flexible time off, significant paid family leave, and more.

The world has changed. So has the way we work - The majority of our employees say they prefer a hybrid model of work—some in-office time, some WFH—so that's our current approach. No matter what, though, we're committed to listening to our team.

Risks

Emerging startups offer similar solutions at lower prices, threatening market share.

Major tech companies' AI advancements may outpace Intercom's offerings.

Stricter data privacy regulations could increase compliance costs for Intercom.

Differentiation

Intercom integrates live chat, email marketing, and support into a single platform.

The platform supports over 600 million monthly active end users globally.

Intercom's analytics tools help businesses measure communication strategy effectiveness.

Upsides

Demand for AI-driven support solutions enhances Intercom's offerings.

Omnichannel communication trends align with Intercom's integrated messaging solutions.

E-commerce expansion drives demand for robust customer support systems like Intercom.

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