About Omilia Omilia is a leader in enterprise Conversational and Agentic AI for customer experience. Recognized as a Leader in the 2025 IDC MarketScape for Worldwide General Purpose Conversational AI and a Visionary in the 2025 Gartner Magic Quadrant for Conversational AI Platforms, we power voice and digital customer service for global enterprises in finance, insurance, healthcare, utilities and beyond. Our unified, self-learning platform spans voice and chat agents, authentication, fraud prevention, and agent assist, and completes customer service tasks with human-like understanding. Why LATAM, Why Now Omilia is expanding its footprint across the Americas to support accelerating customer demand and growth in North and South America. This role is a strategic, founding hire: the person we bring on will anchor our Conversational AI Delivery capability in the region and become the technical lead around whom we build a dedicated LATAM Delivery pod. Purpose As Senior Conversational AI Delivery Lead for LATAM, you will be the hands-on technical owner responsible for designing, building, and deploying voice and conversational AI solutions — IVR, IVA, and self-service automation, increasingly enhanced with agentic automation on the Omilia platform for customers across North and South America. You will operate at the intersection of AI engineering and client delivery — translating complex CX requirements into production-ready implementations — while serving as the seed of a regional Delivery pod that will grow under your technical leadership. Core Responsibilities Hands-on AI Solution Delivery Design, configure, and deploy end-to-end voice and conversational AI (IVR / IVA) on the Omilia OCP platform, covering agentic capabilities blended with traditional NLU modeling, and omnichannel integrations. Own technical delivery quality from design through go-live and hypercare, ensuring on-time, on-budget outcomes aligned with client CX goals. Manage contact center infrastructure integrations: IVR, SIP, CTI, and omnichannel APIs. Regional Pod Leadership Act as the technical anchor for the emerging LATAM Conversational AI Delivery pod — defining standards, playbooks, and quality bars for the region. Help scope, interview, and onboard pod members (engineers, junior delivery talent) as we scale the team around you. Operate as the regional technical authority for Omilia delivery, working cross-time-zone with Athens HQ and other global hubs. Client & Cross-functional Collaboration Serve as the primary technical point of contact for assigned client engagements in North and South America, translating business requirements into technical architectures and CX designs. 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, escalate complex technical issues, and drive resolution with urgency. Build and maintain trusted relationships with customers and partners throughout the project lifecycle. Technical Leadership & Growth Provide technical guidance and mentorship to junior engineers within the LATAM pod and the broader 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 Experience 7+ years of hands-on experience delivering conversational AI, IVR, or IVA solutions in enterprise environments, with significant time on the voice / telephony channel. Proven experience leading complex, enterprise-grade deployments end to end. Proven delivery track record with at least one enterprise conversational AI or IVR platform. Hands-on VUI / voice dialog design on the voice channel: prompt and call-flow design, disambiguation, confirmation strategy, and error-recovery / retry handling for spoken interactions. Working knowledge of ASR and NLU behavior 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 — including multilingual Spanish / Portuguese recognition. Familiarity with integrating GenAI/LLM capabilities into production systems: RAG, embeddings, prompt engineering, LLM APIs (OpenAI, Gemini, Claude, etc.). Familiarized with Python (preferred) or Node.js for backend integrations and automation scripting. Experience with contact center 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. Track record working with enterprise customers in LATAM and/or North America. Languages Excellent written and spoken English — required. You will work daily with global engineering and product teams. Professional fluency in Portuguese OR Spanish — required to serve our LATAM customer base. Fluency in BOTH Portuguese and Spanish — strongly preferred. 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. 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. Comfortable being a founding regional hire — willing to define ways o