Senior Conversational AI Delivery Engineer Lead - LATAM

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. Why LATAM, Why Now Omilia is expanding its footprint across the Americas to support accelerating customer demand and growth in North and South America. This role is a strategic, founding hire: the person we bring on will anchor our Conversational AI Delivery capability in the region and become the technical lead around whom we build a dedicated LATAM Delivery pod. The Senior Conversational AI Delivery Lead for LATAM is the hands-on technical owner responsible for designing, building, and deploying enterprise-grade conversational AI and agentic automation solutions on the Omilia platform for customers across North and South America. Operating at the intersection of AI engineering and client delivery, this role translates complex CX requirements into production-ready implementations while serving as the founding anchor of a regional Delivery pod that will grow under their technical leadership. Purpose As Senior Conversational AI Delivery Lead for LATAM, you will be the hands-on technical owner responsible for designing, building, and deploying enterprise-grade conversational AI and agentic automation solutions on the Omilia platform for customers across North and South America. You will operate at the intersection of AI engineering and client delivery — translating complex CX requirements into production-ready implementations — while serving as the seed of a regional Delivery pod that will grow under your technical leadership. Core 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 modeling, and omnichannel integrations. 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. Regional Pod Leadership Act as the technical anchor for the emerging LATAM Conversational AI Delivery pod — defining standards, playbooks, and quality bars for the region. Help scope, interview, and onboard pod members (engineers, junior delivery talent) as we scale the team around you. Operate as the regional technical authority for Omilia delivery, working cross-time-zone with Athens HQ and other global hubs. Client & Cross-functional Collaboration Serve as the primary technical point of contact for assigned client engagements in North and South America, 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 LATAM pod and the broader 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. Experience 7+ years of hands-on experience delivering conversational AI or agentic automation solutions in enterprise environments. Proven experience leading complex, enterprise-grade deployments end to end. Proven delivery track record with at least one enterprise conversational AI or IVR platform. Practical experience integrating GenAI/LLM capabilities into production systems: RAG, embeddings, prompt engineering, LLM APIs (OpenAI, Gemini, Claude, etc.). Familiarized with Python (preferred) or Node.js for backend integrations and automation scripting. Experience with contact center infrastructure: IVR, SIP, CTI, and omnichannel API integrations. Experience with bot analytics, AI quality monitoring, and solution optimization tooling. Working understanding of core business KPIs such as containment rate, and CSAT. Track record working with enterprise customers in LATAM and/or North America. Languages Excellent written and spoken English — required. You will work daily with global engineering and product teams. Professional fluency in Portuguese OR Spanish — required to serve our LATAM customer base. Fluency in BOTH Portuguese and Spanish — strongly preferred. 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. 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. Comfortable being a founding regional hire — willing to define ways of working, not just execute against them. Nice to Have Industry experience in banking, insurance, healthcare, telco or utilities. Familiarity with Omilia OCP. 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 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.