Senior Conversational AI Delivery Engineer
New
O
OmiliaConversational AI
Brazil. Colombia. Argentina. Chile. MexicoFull-TimeSenior
Salary not disclosed
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Job Details
- Languages
- Excellent written and spoken English
- Experience
- 5+ years of hands-on experience delivering conversational AI, IVR, or IVA solutions in enterprise environments
- Required Skills
- PythonUI Design
Requirements
- Have 5+ years of hands-on experience delivering conversational AI, IVR, or IVA solutions in enterprise environments, with significant voice or telephony experience.
- Have a proven delivery record with a major conversational AI platform such as Omilia OCP, Cognigy, Kore.ai, Google CCAI, Nuance, or Amazon Lex, or an equivalent platform.
- Have hands-on VUI and voice-dialog design experience, including prompts, call flows, disambiguation, confirmation strategies, and error recovery or retry handling.
- Understand ASR and NLU behavior in telephony conditions, including narrowband 8 kHz audio, barge-in, DTMF fallback, confidence thresholds, and grammar or word boosting.
- Have practical experience integrating GenAI or LLM capabilities into production systems, including RAG, embeddings, prompt engineering, and LLM APIs.
- Have solid proficiency in Python or Node.js for backend integrations and automation scripting.
- Have experience with contact centre infrastructure and integrations, including IVR, SIP, CTI, and omnichannel APIs.
- Have experience with bot analytics, AI quality monitoring, or solution optimization tooling, and understand core KPIs such as containment rate and CSAT.
- Be able to lead technical client conversations and translate complex requirements into implementation plans.
- Have excellent written and spoken English for communication with global customers and engineering teams.
- Vendor professional certification, such as Google Dialogflow, Amazon Lex, Microsoft Bot Framework, or Cognigy, is a plus.
Responsibilities
- Design, configure, and deploy end-to-end conversational AI solutions on the Omilia OCP platform, including IVR, IVA, agentic workflows, traditional NLU modelling, and omnichannel integrations.
- Integrate GenAI capabilities into production deployments, including RAG pipelines, embedding search, and LLM prompt engineering where applicable.
- Manage contact centre infrastructure integrations, including IVR, SIP, CTI, and omnichannel APIs.
- Own technical delivery quality from design through go-live and hypercare, aligning delivery with client CX goals.
- Translate client business requirements into technical architectures and CX designs, and serve as the primary technical point of contact for assigned engagements.
- Identify and manage delivery risks, escalate complex technical issues, and drive their resolution.
- Collaborate with Solution Architects, Product, Platform, R&D, Pre-Sales, Sales, and Certified Partners on project requirements and Omilia platform capabilities.
- Provide technical guidance and mentorship to junior delivery engineers.
- Contribute to delivery accelerators, tooling, reusable solution components, and best-practice documentation.
- Research conversational AI, agentic frameworks, and GenAI tooling to improve delivery processes.
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