About this Role

We are looking for a customer-focused Implementation Specialist to own the end-to-end deployment of Birdeye's AI and voice solutions. This role will work closely with customers, IT teams, FDEs, Product, and Engineering to configure, test, and launch solutions successfully. This is a customer-facing implementation and configuration role, not a backend engineering role.

Key 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.

What This Role Does NOT Own

• Backend tooling or custom backend logic
• Building or modifying APIs or engineering tools
• Custom engineering/SOW development
• Backend security/compliance logic
• Engineering-level debugging of backend tooling

These requirements will be identified and coordinated with FDE/Engineering, while Implementation owns the customer communication, testing, and delivery.

Qualifications

• 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.

Preferred

• 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.

Why You’ll Join Us

At Birdeye, we are relentless innovators driven by a singular goal: to lead our category with unparalleled excellence. We don't just set goals – we surpass them. We're a team of doers who roll up our sleeves and get the job done, delivering on our promises with unwavering dedication.

Working here means embracing a culture of action and accountability, where every person is empowered to make an impact. We don't just talk about making a difference – we make it happen.

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!