Software Engineer (Conversational AI Application Developer) Tech Lead

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.

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.