Senior Conversational AI Delivery Engineer

Location: Greece, United Kingdom, Spain, Portugal

Workplace: remote

Description

About Omilia

Omilia is a leader in enterprise Conversational and Agentic AI for customer experience. 

Recognized as a Leader in the 2025 IDC MarketScape for Worldwide General Purpose conversational AI and a Visionary in the 2025 Gartner Magic Quadrant for Conversational AI Platforms, we power voice and digital customer service for global enterprises in finance, insurance, healthcare, utilities and beyond. 

Our unified, self-learning platform spans voice and chat agents, authentication, fraud prevention, and agent assist, and completes customer service tasks with human-like understanding

Purpose

As a Senior Conversational AI Delivery Engineer in the Solution Delivery department, you will be a hands-on technical owner responsible for designing, building, and deploying enterprise-grade voice and conversational AI solutions — IVR, IVA, and self-service automation, increasingly enhanced with agentic automation — on the Omilia platform. You will serve at the intersection of AI engineering and client delivery — translating complex CX requirements into production-ready implementations.

This role is structured as the entry point to technical leadership at Omilia.

Core Responsibilities

Hands-on AI Solution Delivery

• Design, configure, and deploy end-to-end conversational AI (IVR / IVA) solutions on the Omilia OCP platform, covering agentic workflows, blended with traditional NLU modeling, and omnichannel integrations
• Where applicable, integrate GenAI capabilities into production deployments: RAG pipelines, embedding search, and LLM prompt engineering.
• Own technical delivery quality from design through go-live and hypercare, ensuring on-time, on-budget outcomes aligned with client CX goals
• Manage contact center infrastructure integrations: IVR, SIP, CTI, and omnichannel APIs

Client & Cross-functional Collaboration

• Serve as the primary technical point of contact for assigned client engagements, translating business requirements into technical architectures and CX designs.
• Collaborate closely with Solution Architects, Product, Platform, R&D, and Pre-Sales to ensure alignment on project requirements and Omilia platform capabilities.
• Proactively identify and manage delivery risks, escalate complex technical issues, and drive resolution with urgency.
• Build and maintain trusted relationships with customers and partners throughout the project lifecycle

Technical Leadership & Growth

• Provide technical guidance and mentorship to junior engineers within the delivery team
• Contribute to internal delivery accelerators, tooling, reusable solution components, and best-practice documentation
• Actively research developments in conversational AI, agentic frameworks, and GenAI tooling to drive continuous improvement in delivery processes
• Foster a culture of quality, innovation, and ownership within the team

Requirements

Experience

• 5+ years of hands-on experience delivering conversational AI, IVR, or IVA solutions in enterprise environments, with significant time on the voice / telephony channel
• Proven delivery track record with at least one enterprise conversational AI or IVR platform.
• Hands-on VUI / voice dialog design: prompt and call-flow design, disambiguation, confirmation strategy, and error-recovery / retry handling for spoken interactions.
• Working knowledge of ASR and NLU behavior under telephony conditions: narrowband (8 kHz) audio, barge-in, DTMF fallback, confidence thresholds, and grammar / word-boosting for difficult inputs such as names, addresses, and alphanumerics.
• Familiarity with GenAI/LLM capabilities: RAG, embeddings, prompt engineering, LLM APIs (OpenAI, Gemini, Claude, etc.)
• Experience in Python (preferred) or Node.js for backend integrations and automation scripting
• Experience with bot analytics, AI quality monitoring, and solution optimization tooling. Working understanding of core business KPIs such as containment rate, and CSAT.
• Experience with contact center infrastructure: IVR, SIP, CTI, and omnichannel API

Skills & Competencies

• Ability to lead technical client conversations and translate complex requirements into implementation plans
• Ability to act as a trusted advisor to customers — navigating delivery challenges, removing blockers, and ensuring the final solution meets their business objectives, customer experience standards, and quality expectations.
• Strong analytical and problem-solving skills; comfortable managing ambiguity in fast-paced, client-facing environments
• Clear communication — able to convey technical concepts to both technical peers and business stakeholders
• Collaborative mindset with demonstrated ability to work across delivery, product, sales, and platform teams
• Self-directed and ownership-oriented; capable of managing multiple concurrent engagements
• Excellent written and spoken English; able to communicate clearly with global customers and engineering teams.

Nice to Have

• Participation in AI hackathons or community projects (e.g., NVIDIA, open-source agent frameworks)
• Familiarity with Omilia OCP
• Domain experience in banking, healthcare, utilities, or insurance CX.

Cooperation

• Solution Delivery · Product · Platform · R&D · Sales · Pre-Sales · Certified Partners

Omilia Note

• Contribute actively and effectively as an integrated team member
• Act as an Omilia ambassador in all interactions

Benefits

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
  
  

Omilia is proud to be an equal opportunity employer and is dedicated to fostering a diverse and inclusive workplace. We believe that embracing diversity in all its forms enriches our workplace and drives our collective success. We are committed to creating an environment where everyone feels welcomed, valued, and empowered to contribute their unique perspectives without regard to factors such as race, color, religion, gender, gender identity or expression, sexual orientation, national origin, heredity, disability, age, or veteran status, all eligible candidates will be given consideration for employment.