Senior Conversational AI Delivery Engineer

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 cen