Implementation Specialist, AI & Voice

This is a fully remote position, open to applicants in India.

📋 Description

• Take ownership of implementations from the initial kickoff to the go-live phase, managing timelines, milestones, risks, and communication with customers.

• Implement integration playbooks and oversee the coordination of EHR/PMS and third-party integrations.

• Set up providers, appointment types, availability, widgets, knowledge bases, and various product configurations.

• Configure AI agents, which includes establishing workflows, procedures, prompts, guardrails, and tailored business rules for customers.

• Comprehend customer needs and effectively translate them into agent workflows and user experiences.

• Collaborate with customer IT/telephony teams to organize telephony setups and call forwarding.

• Lead user acceptance testing (UAT), conduct end-to-end testing, and oversee go-live and post-launch validation processes.

• Proactively identify risks and technical dependencies, coordinating their resolution with FDE/Engineering teams.

• Keep precise implementation documentation and work on enhancing implementation playbooks continuously.

• Optimize voice agent workflows, prompts, procedures, and guardrails based on customer specifications, UAT findings, and actual call behaviors.

• Perform regular post-launch reviews of calls to pinpoint gaps, inaccurate responses, workflow challenges, and opportunities for improvement.

⛳️ Requirements

• 3–7 years of experience in SaaS implementation, technical onboarding, professional services, or a related field.

• Excellent project management abilities and strong communication skills for customer interactions.

• Proficient in integrations, workflows, APIs, and technical concepts.

• Experienced in configuring AI/voice agents and converting business requirements into agent workflows.

• Exceptional troubleshooting, analytical, and problem-solving capabilities.

• Background in working with enterprise clients and cross-functional technical teams.

• Capacity to manage multiple implementations and ensure projects are completed successfully.

• Preferred: Experience with AI, conversational AI, voice, contact center, or telephony solutions.

• Preferred: Familiarity with healthcare EHR/PMS platforms.

• Preferred: Knowledge of UAT and enterprise go-live processes.

🏝️ Benefits

• Competitive salary and comprehensive benefits package.

• Opportunities for professional growth and development.

• Collaborative and innovative work environment.

• Flexible work arrangements to support work-life balance.