Senior Conversational AI Delivery Engineer
As a Senior AI Delivery Engineer in the Solution Delivery department, you will be a hands-on technical owner responsible for designing, building, and deploying enterprise-grade conversational AI and agentic automation solutions 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 .
Accountabilities
- Own technical delivery quality from design through go-live and hypercare — ensuring on-time, on-budget outcomes aligned with client CX goals.
- Serve as the primary technical point of contact for assigned 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.
- 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.
- Collaborate across Solution Delivery, Product, Platform, R&D, Sales, Pre-Sales, and Certified Partners to ensure alignment on project requirements and Omilia platform capabilities.
Key Responsibilities
Hands-on AI Solution Delivery
- Design, configure, and deploy end-to-end conversational AI solutions on the Omilia OCP platform — covering agentic workflows blended with traditional NLU modelling, and omnichannel integrations.
- Integrate GenAI capabilities into production deployments — including RAG pipelines, embedding search, and LLM prompt engineering.
- Manage contact centre infrastructure integrations: IVR, SIP, CTI, and omnichannel APIs.
Client and Cross-functional Collaboration
- Serve as the primary technical point of contact for assigned client engagements — translating business requirements into technical architectures and CX designs, and maintaining trusted relationships with customers and partners throughout the project lifecycle.
- 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 — escalating complex technical issues and driving resolution with urgency.
Technical Leadership and 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
Required
- 5+ years of hands-on experience delivering conversational AI or agentic automation solutions in enterprise environments.
- Proven delivery track record with at least one major 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 (OpenAI, Gemini, Claude, etc.).
- Solid proficiency in Python (preferred) or Node.js for backend integrations and automation scripting.
- Experience with CX and contact centre infrastructure: IVR, SIP, CTI, and omnichannel API integrations.
Skills & Competencies
- Ability to lead technical client conversations and translate complex requirements into implementation plans.
- 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, pr