[Remote] Implementation Specialist, Myna - Healthcare

Note: The job is a remote job and is open to candidates in USA. Birdeye is hiring a customer-focused Implementation Specialist to deploy its AI and voice solutions from kickoff through go-live. The role includes coordinating integrations, configuring AI agents and product settings, leading testing and launch, and improving agent performance after launch.

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
• Be comfortable understanding customer requirements and translating 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
• Voice Agent Tuning: 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
• Post-Launch Call Reviews: Conduct regular post-launch call reviews to identify gaps, incorrect responses, workflow issues, and opportunities to improve

Skills

• 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
• 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

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!

Company Overview

Company H1B Sponsorship