The Tech Lead, Conversational AI Application Developer owns end-to-end solution design and technical direction for the agentic implementation. This role bridges business requirements and hands-on execution, defining how autonomous agents are scoped, how task handoffs are structured, where human escalation thresholds are set, and how the development team is coordinated.
Accountabilities- Solution Ownership: Accountable for end-to-end solution design and technical direction of the agentic implementation, from business requirements through to production delivery.
- Team Leadership: Accountable for leading and coordinating the project team of Conversational AI Application Developer(s), QA Engineer, and Integrations Engineer.
- Delivery Quality: Accountable for the quality, KPI alignment, and timely delivery of the conversational AI application.
- Escalation & Autonomy Design: Accountable for defining how autonomous agents are scoped, how task handoffs are structured, and where human escalation thresholds are set.
- Stakeholder Management: Accountable for client consultation and for communication with internal and external stakeholders throughout delivery.
- Lead a project team of Conversational AI Developers responsible for the design, development, and delivery of production-grade conversational AI applications using Omilia's technology suite.
- Analyse business requirements and design and develop the solution to meet those requirements.
- Ensure the application aligns with established usability principles and meets set KPIs.
- Manage the team's backlog; assign and oversee project-related tasks.
- Ensure the quality and timely delivery of the application.
- Consult customers and provide guidance on problem resolution and best practices.
- Explain the technology and application capabilities to clients and stakeholders.
- Identify and communicate improvement opportunities.
- Communicate with internal and external stakeholders on progress, risks, and technical decisions.
- Define escalation thresholds and task-handoff structures between autonomous agents and human agents.
Requirements
Required:
- Academic degree in Computer Science, Information Technology, Computational Linguistics, Natural Language Processing, or other related field, or equivalent experience.
- Knowledge of Java and/or JavaScript.
- Experience building automated dialog systems, either voice or chat-based, and/or experience with IVRs and contact centre platforms.
- Understanding of networking and telephony concepts (VoIP, SIP connectivity, gateways, PBX, etc.).
- Excellent written and oral communication skills — English, Portuguese, and Spanish. Client-facing.
- Proven ability to lead and coordinate a technical delivery team.
Nice to have:
- Prior hands-on experience as a Conversational AI Application Developer or similar OCP role.
- Familiarity with CCaaS platform integrations (e.g., Genesys, Avaya, NICE).
- Experience delivering conversational AI for enterprise clients in banking, insurance, or utilities.
- Exposure to agile delivery practices and backlog management tools (e.g., Jira).
Omilia Note
- Contribute actively and effectively as an integrated team member.
- Act as an Omilia ambassador in all interactions.
Benefits
- Fixed 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
- Academic degree in Computer Science, Information Technology, Computational Linguistics, Natural Language Processing, or a related field, or equivalent experience
- Knowledge of Java and/or JavaScript
- Experience building automated voice- or chat-based dialog systems, and/or experience with IVRs and contact centre platforms
- Understanding of networking and telephony concepts, including VoIP, SIP connectivity, gateways, and PBX systems
- Excellent written and oral communication skills in English, Portuguese, and Spanish
- Proven ability to lead and coordinate a technical delivery team
- Hands-on experience as a Conversational AI Application Developer or similar OCP role
- Familiarity with CCaaS platform integrations such as Genesys, Avaya, or NICE
- Experience delivering conversational AI for enterprise clients in banking, insurance, or utilities
- Exposure to agile delivery practices and backlog management tools such as Jira
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.
