Company Overview 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. Role Overview The Senior Conversational AI Delivery Lead for LATAM is a founding hire that will anchor our Conversational AI Delivery capability in the region and lead the establishment of a dedicated LATAM Delivery pod. The role is a 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. 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 the team scales. 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, escalating complex technical issues and driving 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 or agentic automation solutions in enterprise environments, with proven leadership of 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.). Familiarity 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. 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. Benefits Fixed compensation. Long‑term employment with paid vacation. Professional development opportunities (courses, training, etc.). Being part of successful cutting‑edge technology products that are making a global impact in the service industry. Collaborative and enjoyable work environment. 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. #J-18808-Ljbffr