Job description

About Birdeye Birdeye is the leading agentic marketing platform for multi-location brands. Companies like H&R Block, Aspen Dental, and Caesars Entertainment use Birdeye to manage marketing across thousands of locations — from how they get found, to how they convert, to how they retain customers. Our platform replaces disconnected point tools with AI agents that execute work at the location level — responding to reviews, updating listings, publishing content, and driving conversions. Backed by Marc Benioff, Jerry Yang, and Accel-KKR, Birdeye was named to G2’s 2026 Best Agentic AI Products list — appearing alongside the world’s leading AI companies. We’re expanding rapidly into enterprise, with growing adoption across large, multi-location brands. About the 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. Requirements 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!

Requirements

Must-haves

This is a customer-facing implementation and configuration role, not a backend engineering role.
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

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.
Why You’ll Join Us
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.

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

aigo

Platform: paylocity
Effort: medium

Benefits

Benefits detected in the listing.

Dental

401(K)

Pto