Job Description

The Tech Lead, Conversational AI Application Developer owns end-to-end solution design and technical direction for the agentic implementation. This role bridges business requirements and hands-on execution, defining how autonomous agents are scoped, how task handoffs are structured, where human escalation thresholds are set, and how the development team is coordinated.

Accountabilities

• Solution Ownership: Accountable for end-to-end solution design and technical direction of the agentic implementation, from business requirements through to production delivery.
• Team Leadership: Accountable for leading and coordinating the project team of Conversational AI Application Developer(s), QA Engineer, and Integrations Engineer.
• Delivery Quality: Accountable for the quality, KPI alignment, and timely delivery of the conversational AI application.
• Escalation & Autonomy Design: Accountable for defining how autonomous agents are scoped, how task handoffs are structured, and where human escalation thresholds are set.
• Stakeholder Management: Accountable for client consultation and for communication with internal and external stakeholders throughout delivery.

Key Responsibilities

• Lead a project team of Conversational AI Developers responsible for the design, development, and delivery of production-grade conversational AI applications using Omilia's technology suite.
• Analyse business requirements and design and develop the solution to meet those requirements.
• Ensure the application aligns with established usability principles and meets set KPIs.
• Manage the team's backlog; assign and oversee project-related tasks.
• Ensure the quality and timely delivery of the application.
• Consult customers and provide guidance on problem resolution and best practices.
• Explain the technology and application capabilities to clients and stakeholders.
• Identify and communicate improvement opportunities.
• Communicate with internal and external stakeholders on progress, risks, and technical decisions.
• Define escalation thresholds and task-handoff structures between autonomous agents and human agents.

Requirements

Required:

• Academic degree in Computer Science, Information Technology, Computational Linguistics, Natural Language Processing, or other related field, or equivalent experience.
• Knowledge of Java and/or JavaScript.
• Experience building automated dialog systems, either voice or chat-based, and/or experience with IVRs and contact centre platforms.
• Understanding of networking and telephony concepts (VoIP, SIP connectivity, gateways, PBX, etc.).
• Excellent written and oral communication skills — English, Portuguese, and Spanish. Client-facing.
• Proven ability to lead and coordinate a technical delivery team.

Nice to have:

• Prior hands-on experience as a Conversational AI Application Developer or similar OCP role.
• Familiarity with CCaaS platform integrations (e.g., Genesys, Avaya, NICE).
• Experience delivering conversational AI for enterprise clients in banking, insurance, or utilities.
• Exposure to agile delivery practices and backlog management tools (e.g., Jira).

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.