Solution Consultant
About the job
- A minimum of 6 years of experience in pre-sales solutions consulting, sales engineering, or technical advisory work within enterprise SaaS, CCaaS, conversational AI, or contact centre technology is required.
- A demonstrated record of owning the technical pre-sales motion for complex, multi-stakeholder enterprise deals—including discovery, solution design, proof-of-concept delivery, and RFP response—with verifiable contributions to technical win rates is required.
- Deep knowledge of contact centre architecture and integration patterns, including telephony (SIP, PSTN, WebRTC), CRM integrations (Salesforce, ServiceNow, Microsoft Dynamics), omnichannel platforms, and enterprise middleware is required.
- Working knowledge of conversational AI concepts and technologies—including NLU, dialogue management, ASR/TTS, intent classification, entity extraction, and voice biometrics—is required to engage with customer platform architects and data science teams.
- Proficiency in designing and delivering customised product demonstrations and proof-of-concept environments mapped to prospect business requirements and industry context is required.
- Technical writing proficiency is required to produce clear, accurate, commercially compelling responses to enterprise RFPs and RFIs, including security questionnaires, integration specifications, and compliance documentation.
- Understanding of the enterprise IT landscape in regulated verticals—including banking (OCC, FFIEC), healthcare (HIPAA, HL7/FHIR), insurance, and utilities—is required, including security architecture, data governance, and vendor evaluation processes.
- Verbal communication and presentation skills are required to engage technical stakeholders with depth while communicating business value to executive stakeholders.
- Proficiency with Salesforce CRM and standard pre-sales tools, including demo environments, solution configurators, and proposal management platforms, is required.
- Willingness and ability to travel up to 30% within Latin America and internationally is required.
- A bachelor's degree in Computer Science, Engineering, Information Systems, or a related technical discipline is required.
- Own the technical pre-sales motion for assigned new-logo deals, from discovery and architecture assessment through solution design, proof of concept, High Level Effort Estimate, RFP/RFI response, and technical close.
- Serve as the definitive technical authority on the platform for assigned deals, ensuring proposals are architecturally sound, technically deliverable, and accurately scoped before commercial commitments are made.
- Build and maintain trusted-advisor relationships with technical decision-makers and enterprise architects at strategic prospects and customers, positioning the platform for contact centre AI transformation.
- Develop and execute differentiated solution narratives that address each prospect's environment, constraints, and automation objectives to drive technical win rates.
- Collaborate with Demo Engineers to ensure solution narratives are substantiated by impactful demonstrations.
- Own the technical sections of RFP and RFI responses and coordinate cross-functional input from Product, Engineering, Security, and Professional Services.
- Maintain current knowledge of the competitive landscape, including legacy IVR platforms and conversational AI vendors.
- Lead structured technical discovery by mapping current technical architecture, identifying automation gaps, quantifying business impact, and designing solutions for the customer's environment, integrations, and regulatory constraints.
- Conduct architecture assessments covering telephony infrastructure, CRM and backend integrations, data flows, security and compliance requirements, and channel strategy; produce solution designs for scoping, pricing, and contractual commitments.
- Develop tailored solution proposals and technical response documents mapping platform capabilities to prospects' use cases, business outcomes, and technical environments.
- Collaborate with Demo Engineers to design, configure, and deliver customised demonstrations and proof-of-concept engagements with scenario-specific flows based on prospects' customer interactions, industry context, and business language.
- Own the proof-of-concept lifecycle for assigned deals by defining success criteria with the prospect and Account Executive, coordinating Professional Services and Engineering resources, and presenting results with an ROI and deployment-readiness narrative.
- Master the demo suite across the product portfolio and maintain demo environments reflecting current capabilities, recent releases, and common use cases in banking, insurance, healthcare, utilities, and telecommunications.
- Write and structure technical RFP/RFI sections, coordinate input from Security, Compliance, Product, and Engineering, and ensure responses accurately reflect platform capabilities and delivery commitments.
- Evaluate technical sustainability and delivery risk before commercial commitment, flagging architectural mismatches, integration complexity, unsupported requirements, and resourcing risks to Sales and Professional Services leadership.
- Maintain reusable RFP response content, technical answer repositories, and solution templates for common use cases in the assigned region or segment, updating them as the platform evolves.
- Engage IT architects, platform owners, security teams, and C-level technology stakeholders as a trusted technical advisor, address objections with evidence-based responses, and provide platform context.
- Identify and address technical objections, integration concerns, and compliance questions early to build technical confidence and internal sponsorship and reduce late-stage risk.
- Conduct technical benefits assessments that quantify platform value in terms of call deflection, average handle time reduction, customer satisfaction improvement, agent cost savings, and compliance risk mitigation.
- Maintain detailed knowledge of competing IVR, CCaaS, and conversational AI platforms and develop competitive battle cards and displacement strategies.
- Participate in competitive bake-offs and technical evaluations, positioning architectural advantages, NLU accuracy, enterprise security, and deployment flexibility against incumbent and emerging alternatives.
- Work with Account Executives and Account Managers on strategic accounts, providing technical qualification, deal-strategy input, and stakeholder-mapping support.
- Collaborate with Professional Services during the transition from pre-sales to delivery, ensuring technical commitments, integration requirements, and proof-of-concept outcomes are documented and handed over for implementation.
- Maintain accurate records of technical engagement activity, proof-of-concept status, RFP pipelines, and solution configurations in Salesforce and internal knowledge systems.
- Travel within Latin America and occasionally to international offices or customer sites, up to 30% of the time, to support prospect meetings, proof-of-concept delivery, and key account engagements.
- Contribute effectively as an integrated team member and act as an ambassador for the company.
- Hands-on experience with the company's platform or competing platforms such as Nuance Mix, Google CCAI, Amazon Lex, or Rasa is desirable.
- Experience in solutions consulting or sales engineering at a high-growth SaaS company scaling through Series C and beyond, including building pre-sales playbooks, demo environments, and RFP libraries alongside active deal execution, is desirable.
- Knowledge of US data privacy, AI governance, and voice data regulations relevant to enterprise deployments, including CCPA, HIPAA, Illinois BIPA, and emerging federal AI frameworks, is desirable.
- Familiarity with AWS, GCP, or Azure cloud infrastructure and native contact centre or AI/ML services is desirable.
- Experience with Gartner Magic Quadrant or Forrester Wave evaluation processes, analyst briefings, or customer reference programmes is desirable.
- Scripting or development experience with Python, JavaScript, or REST APIs to build lightweight proof-of-concept integrations or customise demo environments is desirable.
- Relevant certifications in cloud platforms, contact centre technologies, or AI/ML, such as AWS Certified Solutions Architect, Google Professional Cloud Architect, or CCNA Collaboration, are desirable.
About the company
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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Simplify's Take
What believers are saying
- Omilia raised $67 million from Expedition Growth Capital on August 6, 2026.
- The raise funds North American expansion and Omilia's first U.S. office in 2026.
- David Stone, Michael Weiss, and Ted Jordan joined in August-September 2026 to scale sales.
What critics are saying
- Five9, Genesys, and NICE attack Omilia's regulated CX accounts throughout 2026.
- Telarus channel dependence and the first U.S. office concentrate execution risk through 2027.
- OpenAI, Salesforce, and hyperscaler CX suites can commoditize voice automation, killing Omilia's moat.
What makes Omilia unique
- Omilia's self-learning, voice-first stack spans ASR, biometrics, and dialogue orchestration.
- Capital One, Discover, RBC, and DWP validate regulated-enterprise traction.
- Taco Bell uses Omilia across 1,000+ U.S. drive-thrus, proving high-volume voice automation.
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Benefits
Paid Vacation
Professional Development Budget
Growth & Insights and Company News
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0%Omilia, a global leader in AI-driven customer service, has appointed David Stone as Head of Asia-Pacific. Stone will lead the company's go-to-market strategy, sales, and partner ecosystem across the region. Stone brings over 20 years of experience in contact centre, customer experience, and AI sectors in Australia, New Zealand, and APAC. He joins from Salesforce, where he served as Regional Vice President for Service Cloud. Previously, he was Vice President of Growth at Concentrix and held senior roles at Stellar, Probe CX, Curious Thing AI, and Telstra. In his new role, Stone will focus on expanding Omilia's self-learning platform to enterprise and government organisations in banking, insurance, government, and utilities sectors across the region.
Omilia appoints David Stone as Head of Asia-Pacific. ATHENS, Greece, Sept 28 - Omilia, a global leader in Self-Learning Agentic CX, today announced the appointment of David Stone as Head of APAC, to lead the company's go-to-market strategy, sales and partner ecosystem across Asia-Pacific as part of its continued expansion. With a mandate to accelerate Omilia's growth across ANZ and APAC, Stone will build the sales and partner relationships needed to bring Omilia's self-learning platform to enterprise and government organisations navigating an increasingly complex CX and AI landscape. He joins as Omilia expands its footprint across banking, insurance, government and utilities - regulated CX environments where data privacy, accuracy and latency are mandatory requirements, and where he has spent two decades advising C-level executives on where automation delivers real returns, and where it doesn't. Stone brings more than 20 years of go-to-market leadership across the Contact Centre, CX and AI sectors in ANZ and APAC. He joins Omilia from Salesforce, where he served as Regional Vice President for Service Cloud. Previously, as Vice President of Growth at Concentrix, he architected a new go-to-market strategy for CX Technology and Outsourcing, launching the company's CCaaS and AI offerings across the region. He has also held senior growth roles at Stellar (acquired by Probe Group), Probe CX, Curious Thing AI and Inference, and led sales for CX and contact centre portfolio at Telstra including launching their market leading Genesys solutions. Stone has previously served as a pro bono advisory board member for the Australian Customer Experience Professionals Association and is a regular keynote speaker and commentator on CC, CX, and AI trends across the region. Discover more Business Networking Events "Across APAC enterprise and government leaders are past the hype cycle, they don't need another vendor telling them what AI could do, they need someone who can show them what it actually does once it's live, at scale and under regulatory and compliance pressure" says Stone. "That's what drew me to Omilia: its Self-Learning Agentic CX Platform has proven outcomes in some of the toughest industries globally, not just promises on a slide. My focus is simple: bring that proof to APAC, and help organizations cut through the noise, invest where AI creates real service and operational impact, and hold back where it doesn't. The market is moving fast and leaders need clarity now, before the market makes the call for them. "David has spent two decades building the go-to-market engines behind some of this region's biggest CX transformations at Telstra, Concentrix and Salesforce, so he knows exactly what enterprise and government buyers in APAC need to see before they commit," says Nick Delis, CRO at Omilia. "As our footprint across the region grows in scale and complexity, David gives us the credibility and the relationships to move faster, and our customers a partner who's already done this work at the highest level."
Omilia appoints William Hardy as Group Chief Financial Officer. September 23, 2026 Appointment follows Omilia's successful $67M Series B raise, as the company scales an AI-first finance function to support capital-efficient growth Athens, Greece - September 22, 2026 - Omilia, a global leader in Self-Learning Agentic CX, today announced the promotion of William Hardy, currently Chief of Staff, to Group Chief Financial Officer (CFO), effective immediately. William will lead Omilia's global finance organization, with a mandate to drive continued expansion, capital-efficient growth, and the build-out of an AI-first finance function equipped to scale alongside the business. "As Omilia continues to scale off the back of our Series B and expand into new markets, it gives me great confidence that William is stepping into this role," said Dimitris Vassos, CEO and Co-founder at Omilia. "He brings a deep understanding of our financials and our investors. I'm looking forward to building the next stage of our growth with him." As Chief of Staff, William spent the past 12 months working closely with Omilia's executive team on the company's growth strategy, investor relations, and capital raising, including its recently closed $67M Series B round. Prior to joining Omilia, he was an Investment Banker at Deutsche Bank specializing in Software M&A. "Having worked alongside the executive team through the Series B, I know what this business is capable of," said William Hardy, Group CFO of Omilia. "My focus now is building a finance function that matches the pace of the business - one that gives us the capital efficiency to grow fast and deliberately, and that uses AI the same way our platform does: to make better decisions, faster." About Omilia Omilia is the global standard for AI-driven customer service transformation. Its native Self-Learning CX Agents revolutionize how enterprises engage with customers - automating interactions with precision, empowering human agents in real time, and delivering seamless, personalized experiences across all channels. Powered by deep expertise in developing proprietary Agentic AI technology, and multi-layered anti-fraud capabilities, CustomerThink enable enterprises to move decisively and safely into the era of Agentic contact centers. Omilia's Self-Learning Agentic AI learns from across the entire customer journey - from self-service to live agent interactions - unlocking continuous improvement and breaking the "glass ceiling" of containment that legacy siloed models can't achieve. Omilia is trusted by the world's most demanding enterprises including Capital One, Discover, Taco Bell, RBC, DWP, First Financial Bank, Purolator, and PSEG. Built on over two decades of AI innovation, Omilia delivers measurable outcomes: lower costs, higher efficiency, and unmatched customer satisfaction - all while preserving the human touch where it matters most.
Omilia partners with Telarus. Sep 2, 2026 Omilia, a customer experience solutions provider, has partnered with Telarus, a technology services distributor, enabling Telarus's nationwide network of technology advisors to bring Omilia's full Agentic CX platform to enterprise clients in the United States and the United Kingdom. Through this partnership, companies working with Telarus advisors gain access to Omilia's Agentic CX platform, including the following: * Voice and Chat Agents: Self-learning conversational AI that autonomously handles complex customer interactions end to end across voice and digital channels. * Authentication Agents and TalkGuard: Multi-layered anti-fraud defense combining passive and active voice biometrics for frictionless identity verification, with real-time detection of spoofed numbers, replay attacks, and AI-generated voices. * CSR CoPilot: Real-time agent assistance surfacing next-best actions and knowledge content during live interactions. * Workforce AI: Automated quality management that scores every human and AI interaction for compliance and resolution effectiveness. "Most conversational AI on the market today is a thin layer stitched on top of someone else's model, which means the enterprise buying it inherits someone else's token costs, someone else's uptime, and someone else's roadmap. It is our end-to-end stack so our clients don't have to make that trade-off. That matters more, not less, as we scale. This partnership is part of how we're expanding beyond our own direct footprint into new markets, selling-with, delivering-with, supporting-with, and expanding-with Telarus's advisors giving enterprise buyers across the U.S. and U.K. a trusted way to get a production-ready platform without the vendor risk," said Nick Delis, chief revenue officer of Omilia, in a statement. "The appetite for enterprise-grade AI among our advisors' clients is massive, but so is the need for a platform that's proven at scale and doesn't carry the cost or complexity baggage of stitched-together solutions. Omilia gives our advisors a full-stack conversational AI offer they can bring to CX-focused accounts with confidence," said Samantha Nelson, vice president of CX and AI at Telarus, in a statement.
Omilia, a global leader in self-learning agentic customer experience technology, has appointed Ted Jordan as Vice President of US Customer Support and Experience. Jordan will oversee support strategy, delivery, project management, and customer success management as the company's US enterprise customer base expands across banking, insurance, healthcare, and utilities sectors. Jordan brings over 20 years of experience in customer support and service strategy. Most recently, he served as Senior Vice President of Customer Support at Five9, where he led initiatives that modernised global support operations and achieved industry-leading Net Promoter Scores. Earlier in his career, he spent more than 20 years at Access Worldwide, progressing from Vice President of IT to Chief Operating Officer.