Implementation Specialist, Myna - Healthcare

About Myna Myna is the AI coworker for front desk operations. Myna is the AI coworker for front desk operations at multi-location healthcare and dental brands. She answers every call, identifies the patient, asks the right screening questions, negotiates a time that works, and confirms by text — so practices can book appointments, deflect routine calls, and improve access to care without adding front desk staff. Myna runs across every location, carries brand and location context into every conversation, and works alongside Birdeye’s marketing and CX coworkers — so the same platform that gets a patient to call, gets them booked. Myna runs on BirdAI, the Agent OS built on 13 years of multi-location data infrastructure and 3,000+ integrations across EHRs, PMSs, and CRMs. Myna is an AI-native company funded by Birdeye. Learn more at myna.ai. About this 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 O wn 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. 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! #J-18808-Ljbffr