Implementation Specialist, AI & Voice

BirdEye Inc • Irving, TX

14h • Remote

About The Position

Birdeye is seeking a customer-focused Implementation Specialist to manage the complete deployment of its AI and voice solutions. This role involves close collaboration with customers, IT teams, Field Development Engineers (FDEs), Product, and Engineering to configure, test, and successfully launch solutions. This is a customer-facing implementation and configuration role, not a backend engineering position.

Requirements

• 3–7 years of SaaS implementation, technical onboarding, professional services, or similar experience.
• Strong project management and customer-facing communication skills.
• Comfortable with integrations, workflows, APIs, and technical concepts.
• Comfortable configuring AI/voice agents and translating business requirements into agent workflows.
• Strong troubleshooting, analytical, and problem-solving skills.
• Experience working with enterprise customers and cross-functional technical teams.
• Ability to manage multiple implementations and drive projects to completion.

Nice To Haves

• Experience with AI, conversational AI, voice, contact center, or telephony solutions.
• Experience with healthcare EHR/PMS platforms.
• Experience with UAT and enterprise go-live processes.

Responsibilities

• Own implementations from kickoff through go-live, including timelines, milestones, risks, and customer communication.
• Execute integration playbooks and coordinate EHR/PMS and third-party integrations.
• Configure providers, appointment types, availability, widgets, knowledge bases, and other product settings.
• Configure AI agents, including workflows, procedures, prompts, guardrails, and customer-specific business rules.
• Understand customer requirements and translate them into effective agent workflows and experiences.
• Coordinate telephony setup and call-forwarding with customer IT/telephony teams.
• Lead UAT, end-to-end testing, go-live, and post-launch validation.
• Identify risks and technical dependencies early and coordinate resolution with FDE/Engineering.
• Maintain accurate implementation documentation and continuously improve implementation playbooks.
• Continuously tune voice agent workflows, prompts, procedures, and guardrails based on customer requirements, UAT results, and real-world call behavior to improve accuracy and customer experience.
• Conduct regular post-launch call reviews to identify gaps, incorrect responses, workflow issues, and opportunities to improve.

Benefits

• 100% Employer-paid benefit plans available for employees with multiple health plan options (HSA, PPO)
• Flexible PTO
• 401(k) with company match
• Flexible work from home options available
• Maternity & Paternity Leave
• Employee Resource Groups - network with like-minded "Birds"
• Abundant opportunities that come with a dynamic and fast-growing organization!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed