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Senior Conversational AI Delivery Engineer Lead - LATAM

1 month, 1 week ago
Mexico, Argentina, Brazil, Chile, Colombia, Costa Rica
Full-time
Lead
AI Engineer
Artificial Intelligence and Machine Learning
Generative AI Node.js Python
Apply Now
Omilia

Omilia

Omilia is a global leader in Conversational AI, offering AI-based self-service solutions for enhanced customer care fulfillment and success.

IT Services
251-1K
Founded 2002
$20M raised
View All Jobs 32

Description

  • Design, configure, and deploy end-to-end conversational AI solutions on the Omilia OCP platform.
  • Integrate GenAI capabilities into production deployments, including RAG pipelines, embedding search, and LLM prompt engineering.
  • Own technical delivery quality from design through go-live and hypercare, ensuring on-time and on-budget outcomes.
  • Manage contact center infrastructure integrations, including IVR, SIP, CTI, and omnichannel APIs.
  • Serve as the technical anchor for the LATAM delivery pod by defining standards, playbooks, and quality bars.
  • Help scope, interview, and onboard new pod members as the team scales.
  • Act as the primary technical point of contact for client engagements across North and South America.
  • Translate business requirements into technical architectures and customer experience designs.
  • Collaborate with Solution Architects, Product, Platform, R&D, Pre-Sales, and other global teams.
  • Proactively identify delivery risks, escalate technical issues, and drive resolution.
  • Provide technical guidance and mentorship to junior engineers and delivery team members.
  • Contribute to delivery accelerators, reusable components, tooling, and best-practice documentation.
  • Research developments in conversational AI, agentic frameworks, and GenAI tooling to improve delivery processes.

Requirements

  • 7+ years of hands-on experience delivering conversational AI or agentic automation solutions in enterprise environments.
  • Proven experience leading 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, including RAG, embeddings, prompt engineering, and LLM APIs such as OpenAI, Gemini, or Claude.
  • Familiarity with Python (preferred) or Node.js for backend integrations and automation scripting.
  • Experience with contact center infrastructure, including 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.
  • Excellent written and spoken English, required.
  • Professional fluency in Portuguese or Spanish, required.
  • Fluency in both Portuguese and Spanish, strongly preferred.
  • Ability to lead technical client conversations and translate complex requirements into implementation plans.
  • Ability to act as a trusted advisor and manage delivery challenges, blockers, and quality expectations.
  • Clear communication skills for technical and business audiences.
  • Collaborative mindset across delivery, product, sales, and platform teams.
  • Self-directed, ownership-oriented, and able to manage multiple concurrent engagements.
  • Comfortable being a founding regional hire and helping define ways of working.
  • Industry experience in banking, insurance, healthcare, telco, or utilities, preferred.
  • Familiarity with Omilia OCP, preferred.

Benefits

  • Fixed compensation.
  • Long-term employment with vacation days.
  • Professional development support, including courses and training.
  • Opportunity to work on cutting-edge technology products with global impact.
  • Collaborative team of proficient and fun-to-work-with colleagues.
  • Apple gear provided.
  • Equal opportunity employer committed to diversity and inclusion.

Interested in this position?

Apply directly on the company website

Apply Now

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