This role sits between data analytics and computational linguistics. You'll help improve Omilia's Drive-Thru Voice AI, a production system that takes orders across thousands of Quick Serve Restaurants. You'll track system performance, you’ll perform analyses on production data, and you’ll turn your insights into fixes and enhancements to the NLU models, the conversation flows and the LLM behavior.
Accountabilities
The role spans three areas. The balance between them will shift with project needs.
- Data & analytics: write SQL queries, build reports and dashboards, track KPIs, run analyses, and identify optimization opportunities.
- Conversation analysis: review real drive-thru dialogs, spot error patterns and propose actionable improvements for accuracy and user experience.
- NLU and Conversation Flow: implement and thoroughly test the semantic models and the conversation flow, using both machine learning and rule-based techniques, as well as LLMs.
Requirements
- Degree in Computational Linguistics, Data Science, Computer Science or a related field, or equivalent experience.
- At least 1 year of experience in data analysis or NLP.
- Experience with SQL and visualization tools for data querying, visualization, and dashboard creation.
- Experience working with complex datasets to perform data analysis, extract actionable insights, and drive business decision-making.
- Excellent command of spoken and written English.
- Excellent communication skills; able to present findings clearly to technical and business audiences.
- Accountable within demanding deadlines.
Nice to have:
- Experience with dialog systems either voice or chat based. Experience in any other production-level NLU/NLP/Agentic solutions will also be considered a plus.
- Knowledge of Spanish.
Benefits
- Competitive compensation;
- Long-term employment with the working days vacation;
- Development in professional growth (courses, training, etc);
- Being part of successful cutting-edge technology products that are making a global impact in the service industry;
- Proficient and fun-to-work-with colleagues;
- Apple gear
Omilia is proud to be an equal opportunity employer and is dedicated to fostering a diverse and inclusive workplace. We believe that embracing diversity in all its forms enriches our workplace and drives our collective success. We are committed to creating an environment where everyone feels welcomed, valued, and empowered to contribute their unique perspectives without regard to factors such as race, color, religion, gender, gender identity or expression, sexual orientation, national origin, heredity, disability, age, or veteran status, all eligible candidates will be given consideration for employment.
Skills Required
- Degree in Computational Linguistics, Data Science, Computer Science, a related field, or equivalent experience
- At least 1 year of experience in data analysis or NLP
- Experience with SQL and visualization tools for querying, visualization, and dashboard creation
- Experience analyzing complex datasets, extracting actionable insights, and supporting business decisions
- Excellent spoken and written English
- Excellent communication skills and ability to present findings to technical and business audiences
- Ability to remain accountable within demanding deadlines
- Experience with voice or chat dialog systems, production NLU/NLP, or agentic solutions
- 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.
