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Omilia

Enterprise CX platform with voice-first automation

Senior Conversational AI Delivery Engineer

Implementation & Technical Account ManagementConfirmed live in the last 24 hours
Full-timeRemote in GreeceNo salary listedRemote

About the Job

Requirements

  • At least 5 years of hands-on experience delivering conversational AI, IVR, or IVA solutions in enterprise environments, with significant experience on voice or telephony channels.
  • A proven delivery track record with at least one enterprise conversational AI or IVR platform.
  • Hands-on VUI and voice dialog design experience, including prompt and call-flow design, disambiguation, confirmation strategy, and error-recovery and retry handling for spoken interactions.
  • Working knowledge of ASR and NLU behavior under telephony conditions, including narrowband 8 kHz audio, barge-in, DTMF fallback, confidence thresholds, and grammar or word boosting for difficult inputs such as names, addresses, and alphanumerics.
  • Familiarity with GenAI and LLM capabilities, including RAG, embeddings, prompt engineering, and LLM APIs such as OpenAI, Gemini, or Claude.
  • Experience with Python or Node.js for backend integrations and automation scripting; Python is preferred.
  • Experience with bot analytics, AI quality monitoring, and solution optimization tooling, and a working understanding of business KPIs such as containment rate and CSAT.
  • Experience with contact center infrastructure, including IVR, SIP, CTI, and omnichannel APIs.
  • Ability to lead technical client conversations and translate complex requirements into implementation plans.
  • Ability to advise customers, navigate delivery challenges, remove blockers, and ensure solutions meet business objectives, customer experience standards, and quality expectations.
  • Strong analytical and problem-solving skills, and comfort managing ambiguity in client-facing environments.
  • Ability to communicate technical concepts clearly to technical peers and business stakeholders.
  • Ability to work across delivery, product, sales, and platform teams.
  • Ability to manage multiple concurrent engagements independently.
  • Excellent written and spoken English, with the ability to communicate clearly with global customers and engineering teams.

Responsibilities

  • Design, configure, and deploy end-to-end conversational AI solutions, including IVR and IVA, on the Omilia OCP platform, covering agentic workflows blended with traditional NLU modeling and omnichannel integrations.
  • Where applicable, integrate GenAI capabilities into production deployments, including 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, including IVR, SIP, CTI, and omnichannel APIs.
  • Serve as the primary technical point of contact for assigned client engagements, translating business requirements into technical architectures and CX designs.
  • Collaborate with Solution Architects, Product, Platform, R&D, and Pre-Sales to align project requirements with Omilia platform capabilities.
  • Identify and manage delivery risks, escalate complex technical issues, and drive resolution.
  • Build and maintain relationships with customers and partners throughout the project lifecycle.
  • Provide technical guidance and mentorship to junior engineers on the delivery team.
  • Contribute to internal delivery accelerators, tooling, reusable solution components, and best-practice documentation.
  • Research developments in conversational AI, agentic frameworks, and GenAI tooling to improve delivery processes.
  • Foster quality, innovation, and ownership within the team.

Desired Qualifications

  • Participation in AI hackathons or community projects, such as NVIDIA initiatives or open-source agent frameworks.
  • Familiarity with Omilia OCP.
  • Domain experience in banking, healthcare, utilities, or insurance customer experience.

About the Company

Omilia

Enterprise CX platform with voice-first automation

Omilia provides an enterprise conversational AI platform for large contact centers that runs voice-first automation using deep automatic speech recognition, voice biometrics, and multi-channel dialogue management. The platform is self-learning and agentic, designed to integrate with existing telephony and CRM stacks, and serves regulated industries such as banking, insurance, healthcare, and telecoms. It differentiates itself by focusing on enterprise-scale, voice-first CX with robust security and compliance, supported by a long-tenured history (founded 2002) and a track record with major clients like Capital One, Discover, RBC, and Taco Bell, along with substantial funding and rapid growth to expand into North America. The company's goal is to help large contact centers deliver scalable, compliant automated customer experiences across channels, driving growth and efficiency in customer interactions.

Company size
501-1,000
Company stage
Series B
Total funding
$87M
Headquarters
Larnaca Municipality, Cyprus
Founded
2002

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