Implementation Specialist, AI & Voice

• 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
• Tune voice agent workflows, prompts, procedures, and guardrails based on 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

• 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
• Preferred: Experience with healthcare EHR/PMS platforms
• Preferred: Experience with UAT and enterprise go-live processes