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.

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.