Role Purpose
The AI Developer / Software Engineer helps evolve Omilia's Drive-Thru Voice AI solution for Quick Serve Restaurants. The role works across the whole product — engineering and AI/LLM development, conversation analysis, and customer work — on a live system used at scale in thousands of restaurants. The balance across these areas shifts with project needs.
Accountabilities
- Engineering — Build features, fix bugs, test and deploy releases, and integrate with client systems.
- AI/LLM — Prototype AI features, fine-tune LLMs for voice ordering, and turn them into production solutions.
- Conversation analysis — Review real dialogs, assess performance, and identify improvement opportunities.
- Customer work — Gather business requirements and build the application logic to meet them.
Key Responsibilities
- Build product features and fix bugs for the Drive-Thru Voice AI solution, including testing and deploying releases.
- Integrate with client systems as required for assigned work.
- Prototype AI features and fine-tune LLMs for voice ordering, turning promising prototypes into production solutions.
- Review real drive-thru dialogs, assess performance, and identify opportunities to improve accuracy and user experience.
- Work with customers and internal stakeholders to gather business requirements and implement the application logic that meets them.
- Shift effort across engineering, AI/LLM, conversation analysis, and customer work as project needs change.
- Communicate clearly in English in both technical and customer-facing contexts, and deliver within demanding deadlines.
Requirements
Required:
- Academic degree in Computer Science, Computational Linguistics, Natural Language Processing, a related field, or equivalent experience.
- At least 1 year of experience as a Software Developer or AI Engineer.
- Excellent command of spoken and written English.
- Excellent communication skills; customer-facing.
- Ambition, enthusiasm and eagerness to learn, with aptitude for analytical and creative thinking and sharp attention to detail.
- Accountable within demanding deadlines.
Nice to have:
- Experience with conversational automated dialog systems, either voice- or chat-based. Experience in any other production-level NLU/NLP solutions will also be considered a plus.
- Experience fine-tuning or training NLP/LLM models.
- Knowledge of embeddings, vector databases and RAG.
- Knowledge of Java 17 is a strong asset.
- Experience consuming external systems such as web services (REST and SOAP).
- Experience in SQL databases.
- Experience with GitLab and CI/CD processes.
- Experience in Spring Framework.
- Knowledge of Spanish.
Benefits
- 24 days of annual leave (accrues at 2 days/month). Paid sick leave.
- MacBook Pro + any necessary hardware shipped to the employee’s location.
- Annual 360-degree performance appraisal — drives promotions and raises.
- Onboarding buddy system.
- An extensive course library for learning and certifications.
- Paid Claude Enterprise subscription and access to other cutting edge professional tools.
Skills Required
- Academic degree in Computer Science, Computational Linguistics, Natural Language Processing, a related field, or equivalent experience
- At least 1 year of experience as a Software Developer or AI Engineer
- Excellent spoken and written English
- Excellent communication skills and ability to work with customers
- Analytical and creative thinking with strong attention to detail
- Ability to remain accountable and deliver within demanding deadlines
- Experience with conversational automated dialog systems or production-level NLU/NLP solutions
- Experience fine-tuning or training NLP/LLM models
- Knowledge of embeddings, vector databases, and RAG
- Knowledge of Java 17
- Experience consuming REST and SOAP web services
- Experience with SQL databases
- Experience with GitLab and CI/CD processes
- Experience with Spring Framework
- Knowledge of Spanish
What We Do
At Omilia we are engaged to provide the most human-like human-to-machine communication experiences and technologies in order to help large enterprises improve the customer care experience. Starting out of a small garage, Omilia is now serving 1 billion conversations, in 30 languages, across 17 countries. With one of the fastest growing NLU solutions in the market, Omilia has been recognized as a Leader in the 2022 Gartner® Magic Quadrant™ for Enterprise Conversational AI Platforms, as well as in the IDC Marketscape for Worldwide Conversational AI Software Platforms for Customer Service 2021. Our technology allows the enterprise to take advantage of Open-Question customer care with end-to-end Self-Service to greatly improve customer experience and significantly decrease operational costs. In 2016 Omilia expanded to USA and Canada, counting 33 full production deployments worldwide and case studies with proven KPIs and ROIs across various industries.
