Senior Implementation Engineer

Our client is a Birmingham-based AI technology company serving physician practices nationwide, deploying AI agents that handle inbound patient calls around the clock for appointment scheduling, call routing, and routine requests. Their platform integrates directly with EHR, practice management, and telephony systems and has processed millions of patient interactions across thousands of providers. The company has achieved a 90% reduction in average hold times and an 80% decrease in call abandonment, and is growing rapidly. The Senior Implementation Manager owns enterprise client implementations end-to-end, from kickoff through go-live and hypercare, and will play a key role in building the repeatable playbooks and tooling that scale with the business.

RESPONSIBILITIES

• Own a portfolio of concurrent enterprise implementations from kickoff through go-live

• Build and manage project plans spanning telephony cutover, EHR/PM integration, and agent workflow configuration, keeping practices on schedule

• Lead discovery with practice leadership to map call flows, scheduling rules, and specialty workflows, translating findings into agent configuration

• Coordinate between practice IT, integration engineers, and product to identify and clear blockers quickly

• Train front-office teams and manage go-live and hypercare until each practice is stable and confident

• Hand off to account management with fully documented workflows and success metrics

• Develop repeatable implementation playbooks and tooling to support the company's scaling trajectory

SKILLS & REQUIREMENTS

• 5+ years leading implementations, onboarding, or technical project delivery at a B2B SaaS company

• Demonstrated track record managing complex, multi-stakeholder implementations involving technical integrations

• Strong project management discipline: structured plans, clear ownership, defined timelines, and consistent follow-through

• Comfortable with technical concepts (telephony, EHR/PM systems, APIs) and able to translate effectively between clinical staff and engineering teams

• Excellent client-facing communication; composed and structured when a go-live encounters obstacles

• Preferred: experience implementing software for healthcare providers or working inside a physician practice

• Preferred: familiarity with EHR/PM systems (Epic, Oracle Health, athenahealth, NextGen) or telephony/CCaaS platforms

• Preferred: prior experience building implementation playbooks from scratch