Implementation Specialist, Myna - Dental

Birdeye

30d

About The Position

Birdeye is seeking a customer-focused Implementation Specialist to own the end-to-end deployment of its AI and voice solutions. The role works with customers, IT teams, FDEs, Product, and Engineering to configure, test, and launch solutions. It is a customer-facing implementation and configuration role, not a backend engineering position.

The Implementation Specialist owns deployments from kickoff through go-live and post-launch validation, coordinates integrations and telephony setup, configures product settings and AI agents, and translates customer requirements into effective agent workflows. The role also includes tuning voice agents and reviewing post-launch calls to identify issues and improve accuracy and customer experience. Backend tooling, custom engineering, APIs, and engineering-level backend debugging are outside the role's ownership; those needs are coordinated with FDE and Engineering while Implementation owns customer communication, testing, and delivery.

Requirements

• 3–7 years of experience in SaaS implementation, technical onboarding, professional services, or similar work.
• Strong project management and customer-facing communication skills.
• Comfort with integrations, workflows, APIs, and technical concepts.
• Comfort 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 and telephony teams.
• Lead UAT, end-to-end testing, go-live, and post-launch validation.
• Identify risks and technical dependencies early and coordinate their resolution with FDE and Engineering.
• Maintain accurate implementation documentation and continuously improve implementation playbooks.
• Tune voice agent workflows, prompts, procedures, and guardrails using customer requirements, UAT results, and real-world call behavior.
• Conduct regular post-launch call reviews to identify gaps, incorrect responses, workflow issues, and improvement opportunities.

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.
• Maternity and paternity leave.
• Employee Resource Groups.
• Opportunities in a dynamic and fast-growing organization.

What This Job Offers

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