Senior Conversational AI Delivery Engineer

This is a fully remote position, open to applicants in Greece.

📋 Description

• Take ownership of technical delivery quality from the design phase through to go-live and hypercare, ensuring outcomes are met on time and within budget while aligning with client CX objectives.

• Act as the main technical contact for designated client engagements, converting business requirements into technical architectures and CX designs.

• Actively pinpoint and manage delivery risks, escalate complex technical challenges, and drive resolution with a sense of urgency.

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

• Contribute to the development of 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 project requirements and Omilia platform capabilities are aligned.

• Design, configure, and implement end-to-end conversational AI solutions on the Omilia OCP platform, incorporating agentic workflows alongside traditional NLU modeling and omnichannel integrations.

• Integrate GenAI capabilities into production environments, which includes RAG pipelines, embedded search, and LLM prompt engineering.

• Oversee contact center infrastructure integrations such as IVR, SIP, CTI, and omnichannel APIs.

• Maintain trusted relationships with customers and partners throughout the project lifecycle by serving as the primary technical point of contact, translating business requirements into technical architectures and CX designs.

• Work closely with Solution Architects, Product, Platform, R&D, and Pre-Sales teams to ensure project requirements and Omilia platform capabilities are in sync.

• Proactively identify and manage delivery risks, escalating complex technical issues and driving urgent resolutions.

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

• Actively engage in research concerning developments in conversational AI, agentic frameworks, and GenAI tooling to enhance delivery processes continuously.

• Cultivate a culture of quality, innovation, and ownership within the team.

⛳️ Requirements

• A minimum of 5 years of hands-on experience delivering conversational AI or agentic automation solutions in enterprise settings.

• A proven track record of delivery with at least one major conversational AI platform such as Omilia OCP, Cognigy, Kore.ai, Google CCAI, Nuance, Amazon Lex, or similar.

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

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

• Familiarity with CX and contact center infrastructure, including IVR, SIP, CTI, and omnichannel API integrations.

• Skills & Competencies:

• Ability to lead technical conversations with clients and translate complex requirements into actionable implementation plans.

• Strong analytical and problem-solving abilities, comfortable navigating ambiguity in fast-paced, client-facing situations.

• Excellent communication skills, capable of conveying technical concepts to both technical peers and business stakeholders clearly.

• A collaborative mindset with a proven ability to work effectively across delivery, product, sales, and platform teams.

• Self-motivated and ownership-oriented, able to manage multiple concurrent engagements.

• Exceptional written and spoken English skills for clear communication with global customers and engineering teams.

🏝️ Benefits

• Fixed compensation;

• Long-term employment with vacation days;

• Opportunities for professional development (courses, training, etc.);

• Participation in innovative technology products that have a global impact in the service industry;

• Skilled and enjoyable colleagues;

• Apple equipment.