Senior Conversational AI Delivery Engineer – Lead

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Omilia - Conversational Intelligence

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2002

🤖 Artificial Intelligence

🛍️ eCommerce

Artificial Intelligence • eCommerce • Customer Service

Omilia is a leader in Conversational AI, specializing in voice and chat solutions that enable natural, end-to-end customer interactions. Their Omilia Cloud Platform provides advanced AI-driven customer service tools, including real-time agent assistance, voice biometrics for fraud prevention, and data analytics to enhance customer insights. Serving industries such as finance, insurance, retail, automotive, and travel, Omilia focuses on automating customer service while ensuring a secure and personalized experience.

📋 Description

• Own end-to-end technical delivery quality for assigned LATAM client engagements, from design through go-live and hypercare. • Serve as the technical anchor and de facto standard-setter for the emerging LATAM Conversational AI Delivery pod. • Act as the primary regional technical authority for Omilia delivery, bridging LATAM clients with Athens HQ and global hubs. • Define and govern delivery standards, playbooks, and quality bars for the LATAM region. • Drive GenAI and agentic capability integration into production deployments, setting the technical direction for the pod. • Design, configure, and deploy end-to-end conversational AI solutions on the Omilia OCP platform, including agentic workflows, NLU modeling, and omnichannel integrations. • Integrate GenAI capabilities into production deployments: RAG pipelines, embedding search, and LLM prompt engineering using APIs such as OpenAI, Gemini, and Claude. • Manage contact center infrastructure integrations including IVR, SIP, CTI, and omnichannel APIs. • Serve as the primary technical point of contact for assigned LATAM client engagements, translating business requirements into technical architectures and CX designs. • Proactively identify and manage delivery risks, escalate complex technical issues, and drive resolution with urgency. • Help scope, interview, and onboard LATAM pod members as the team scales. • Collaborate cross-functionally with Solution Architects, Product, Platform, R&D, and Pre-Sales to align on project requirements and platform capabilities. • Provide technical guidance and mentorship to junior engineers within the LATAM pod and broader Delivery team. • Contribute to internal delivery accelerators, reusable solution components, and best-practice documentation. • Actively research developments in conversational AI, agentic frameworks, and GenAI tooling to drive continuous improvement.

🎯 Requirements

• 5+ years of hands-on experience delivering conversational AI or agentic automation solutions in enterprise environments. • Proven delivery track record with at least one conversational AI platform: Omilia OCP, Cognigy, Kore.ai, Google CCAI, Nuance, Amazon Lex, or equivalent. • Practical experience integrating GenAI/LLM capabilities into production systems: RAG, embeddings, prompt engineering, LLM APIs. • Proficiency in Python (preferred) or Node.js for backend integrations and automation scripting. • Experience with CX and contact center infrastructure: IVR, SIP, CTI, and omnichannel API integrations. • Track record working with enterprise customers in LATAM and/or North America. • Excellent written and spoken English — daily collaboration with global engineering and product teams. • Strong ability to lead technical client conversations and translate complex requirements into implementation plans. • Self-directed and ownership-oriented; capable of managing multiple concurrent engagements. • Comfortable operating as a founding regional hire — able to define ways of working, not just execute against them.

🏖️ Benefits

• Fixed compensation; • Long-term employment with the working days vacation; • Development in professional growth (courses, training, etc); • Being part of successful cutting-edge technology products that are making a global impact in the service industry; • Proficient and fun-to-work-with colleagues; • Apple gear****