Senior Conversational AI Delivery Engineer

As a Senior AI Delivery Engineer in the Solution Delivery department, you will be a hands-on technical owner responsible for designing, building, and deploying enterprise-grade voice and conversational AI solutions — IVR, IVA, and self-service automation, increasingly enhanced with agentic automation — on the Omilia platform. You will serve at the intersection of AI engineering and client delivery — translating complex CX requirements into production-ready implementations. This role is structured as the entry point to technical leadership at Omilia.

Accountabilities

• Own technical delivery quality from design through go-live and hypercare — ensuring on-time, on-budget outcomes aligned with client CX goals.

• Serve as the primary technical point of contact for assigned 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.

• Provide technical guidance and mentorship to junior engineers within the delivery team.

• Contribute to internal delivery accelerators, tooling, reusable solution components, and best-practice documentation.

• Collaborate across Solution Delivery, Product, Platform, R&D, Sales, Pre-Sales, and Certified Partners to ensure alignment on project requirements and Omilia platform capabilities.

Key Responsibilities

Hands-on AI Solution Delivery

• Design, configure, and deploy end-to-end conversational AI (IVR / IVA) solutions on the Omilia OCP platform — covering agentic workflows blended with traditional NLU modelling, and omnichannel integrations.

• Where applicable, integrate GenAI capabilities into production deployments — RAG pipelines, embedding search, and LLM prompt engineering.

• Manage contact centre infrastructure integrations: IVR, SIP, CTI, and omnichannel APIs.

Client and Cross-functional Collaboration

• Serve as the primary technical point of contact for assigned client engagements — translating business requirements into technical architectures and CX designs, and maintaining trusted relationships with customers and partners throughout the project lifecycle.

• 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.

Technical Leadership and Growth

• Provide technical guidance and mentorship to junior engineers within the 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

Required

• 5+ years of hands-on experience delivering conversational AI, IVR, or IVA solutions in enterprise environments, with significant time on the voice / telephony channel.

• Proven delivery track record with at least one major conversational AI platform: Omilia OCP, Cognigy, Kore.ai, Google CCAI, Nuance, Amazon Lex, or equivalent.

• Hands-on VUI / voice dialog design: prompt and call-flow design, disambiguation, confirmation strategy, and error-recovery / retry handling for spoken interactions.

• Working knowledge of ASR and NLU behaviour 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.

• Practical experience integrating GenAI/LLM capabilities into production systems: RAG, embeddings, prompt engineering, LLM APIs (OpenAI, Gemini, Claude, etc.).

• Solid proficiency in Python (preferred) or Node.js for backend integrations and automation scripting.

• Experience with CX and contact centre 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.

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.

• 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

• Vendor Professional Certification (e.g., Google Dialogflow, Amazon Lex, Microsoft Bot Framework, Cognigy).

• Participation in AI hackathons or community projects (e.g., NVIDIA, open-source agent frameworks).

• Familiarity with Omilia OCP, Pathfinder, Voice Biometrics, CoPilot, or OptimizeIQ.

• Domain experience in banking, healthcare, utilities, or insurance CX.

• Exposure to bot analytics or AI quality monitoring tooling.

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.

Originally posted on Himalayas