Job Description

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.

Accountabilities

• Own end-to-end technical delivery quality for assigned LATAM client engagements, from design through go-live and hypercare.
• Serve as the technical anchor and de facto standard-setter for the emerging LATAM Conversational AI Delivery pod.
• Act as the primary regional technical authority for Omilia delivery, bridging LATAM clients with Athens HQ and global hubs.
• Define and govern delivery standards, playbooks, and quality bars for the LATAM region.
• Drive GenAI and agentic capability integration into production deployments, setting the technical direction for the pod.

Key Responsibilities

• Design, configure, and deploy end-to-end conversational AI solutions on the Omilia OCP platform, including agentic workflows, NLU modeling, and omnichannel integrations.
• Integrate GenAI capabilities into production deployments: RAG pipelines, embedding search, and LLM prompt engineering using APIs such as OpenAI, Gemini, and Claude.
• Manage contact center infrastructure integrations including IVR, SIP, CTI, and omnichannel APIs.

• Serve as the primary technical point of contact for assigned LATAM client engagements, translating business requirements into technical architectures and CX designs.
• Proactively identify and manage delivery risks, escalate complex technical issues, and drive resolution with urgency.
• Help scope, interview, and onboard LATAM pod members as the team scales.
• Collaborate cross-functionally with Solution Architects, Product, Platform, R&D, and Pre-Sales to align on project requirements and platform capabilities.
• Provide technical guidance and mentorship to junior engineers within the LATAM pod and broader Delivery team.
• Contribute to internal delivery accelerators, reusable solution components, and best-practice documentation.
• Actively research developments in conversational AI, agentic frameworks, and GenAI tooling to drive continuous improvement.

Requirements

Required

• 5+ years of hands-on experience delivering conversational AI or agentic automation solutions in enterprise environments.
• Proven delivery track record with at least one conversational AI platform: Omilia OCP, Cognigy, Kore.ai, Google CCAI, Nuance, Amazon Lex, or equivalent.
• Practical experience integrating GenAI/LLM capabilities into production systems: RAG, embeddings, prompt engineering, LLM APIs.
• Proficiency in Python (preferred) or Node.js for backend integrations and automation scripting.
• Experience with CX and contact center infrastructure: IVR, SIP, CTI, and omnichannel API integrations.
• Track record working with enterprise customers in LATAM and/or North America.
• Excellent written and spoken English — daily collaboration with global engineering and product teams.
• Strong ability to lead technical client conversations and translate complex requirements into implementation plans.
• Self-directed and ownership-oriented; capable of managing multiple concurrent engagements.
• Comfortable operating as a founding regional hire — able to define ways of working, not just execute against them.

Skills & Competencies

• Ability to lead technical client conversations and translate complex requirements into implementation plans.
• Strong analytical and problem-solving skills — comfortable managing ambiguity in fast-paced, client-facing environments.
• 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.
• Excellent written and spoken English — able to communicate clearly with global customers and engineering teams.

Nice to have:

• Fluency in both Portuguese and Spanish.
• Vendor Professional Certification (e.g., Google Dialogflow, Amazon Lex, Microsoft Bot Framework, Cognigy).
• Familiarity with Omilia OCP.
• Domain experience in banking, healthcare, utilities, or insurance CX.
• Exposure to bot analytics and AI quality monitoring tooling.
• Participation in AI hackathons or community projects (e.g., NVIDIA, open-source agent frameworks).

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 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.