Implementation Specialist, AI & Voice

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

📋 Description

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

• Implement integration playbooks and manage EHR/PMS along with third-party integrations.

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

• Configure AI agents, including workflows, procedures, prompts, guardrails, and customer-specific business rules.

• Comprehend customer needs and convert them into efficient agent workflows and experiences.

• Oversee telephony setup and call-forwarding coordination with customer IT/telephony teams.

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

• Identify risks and technical dependencies early on and facilitate resolutions with FDE/Engineering.

• Keep precise implementation documentation and continually enhance implementation playbooks.

• Refine voice agent workflows, prompts, procedures, and guardrails based on customer specifications, UAT outcomes, and actual call behavior.

• Perform regular post-launch call reviews to uncover gaps, incorrect responses, workflow issues, and areas for improvement.

• Manage customer communication, testing, and delivery while synchronizing backend requirements with FDE/Engineering.

⛳️ Requirements

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

• Excellent project management and customer-facing communication abilities.

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

• Capable of configuring AI/voice agents and transforming business requirements into agent workflows.

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

• Experience collaborating with enterprise customers and cross-functional technical teams.

• Ability to manage multiple implementations and guide projects to successful completion.

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

• Preferred: Experience with healthcare EHR/PMS systems.

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

🏝️ Benefits

• 100% Employer-paid benefit plans available for employees with various health plan options (HSA, PPO).

• Flexible paid time off (PTO).

• 401(k) plan with company matching.

• Options for flexible work-from-home arrangements.

• Maternity and paternity leave.

• Employee resource groups - connect with like-minded individuals.

• Abundant opportunities within a dynamic and rapidly growing organization!