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.

Purpose
As Senior Conversational AI Delivery Lead for LATAM, you will be the hands‑on technical owner responsible for designing, building, and deploying voice and conversational AI solutions — IVR, IVA, and self‑service automation, increasingly enhanced with agentic automation 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

Design, configure, and deploy end‑to‑end voice and conversational AI (IVR / IVA) on the Omilia OCP platform, covering agentic capabilities blended with traditional NLU modeling, and omnichannel integrations

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, elevate 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

Requirements
Experience

7+ years of hands‑on experience delivering conversational AI, IVR, or IVA solutions in enterprise environments, with significant time on the voice / telephony channel. Proven experience leading complex, enterprise‑grade deployments end to end

Proven delivery track record with at least one enterprise conversational AI or IVR platform

Hands‑on VUI / voice dialog design on the voice channel: 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 — including multilingual Spanish / Portuguese recognition

Familiarity with 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

Benefits

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 general impact in the service industry;

Proficient and fun‑to‑work‑with colleagues;

Apple gear

Equal Opportunity Employer Statement
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.

#J-18808-Ljbffr

📌 Senior Conversational AI Delivery Engineer Lead - LATAM (Ciudad de México)
🏢 Omilia
📍 Ciudad de México