About this role
Birdeye seeks a customer-facing Implementation Specialist to deploy its AI and voice solutions from kickoff through go-live and post-launch validation. The role focuses on implementation and configuration, not backend engineering, and works with customers, IT teams, FDEs, Product, and Engineering. It is a full-time, fully remote position listed in Gurugram, Haryana, India.
Responsibilities
- Manage implementation timelines, milestones, risks, and customer communication across multiple projects. Execute integration playbooks and coordinate EHR/PMS and third-party integrations.
- Configure providers, appointment types, availability, widgets, knowledge bases, and product settings. Translate customer requirements into AI agent workflows, procedures, prompts, guardrails, and customer-specific business rules.
- Coordinate telephony setup and call forwarding with customer IT and telephony teams. Lead user acceptance testing, end-to-end testing, go-live, and post-launch validation.
- Tune voice agent workflows, prompts, procedures, and guardrails using customer requirements, test results, and real-world call behavior. Review post-launch calls for incorrect responses, workflow gaps, and opportunities to improve accuracy and customer experience.
- Identify technical dependencies early, coordinate their resolution with FDE or Engineering, maintain implementation documentation, and improve playbooks. Implementation owns customer communication, testing, and delivery; backend tooling, APIs, custom engineering, backend security logic, and engineering-level debugging remain outside the role.
Requirements
3–7 years of SaaS implementation, technical onboarding, professional services, or similar experience; strong project management and customer communication; familiarity with integrations, workflows, APIs, and technical concepts; ability to configure AI/voice agents; strong troubleshooting and analytical skills; and experience with enterprise customers and cross-functional technical teams.
Preferred
Experience with AI, conversational AI, voice, contact center, or telephony solutions; healthcare EHR/PMS platforms; and enterprise UAT and go-live processes.