Omilia - Conversational Intelligence

Operations

• **Key Responsibilities:**
• - Deal Desk Management
• - Deal Structuring: Act as the primary point of contact for Sales to provide guidance on pricing, commercial terms, and complex deal structures.
• - Approval Workflow: Enforce and streamline the quote-to-contract approval process, ensuring all deals comply with internal policies. You will facilitate approvals for high-stakes deals, ensuring the CFO or VP of Sales has the context and data needed for rapid sign-off.
• - Contract & Pricing Integrity: Review Order Forms, contracts, and quotes for accuracy before they are sent to customers. Ensure quotes meet minimum margin or MRR requirements and that aggressive discounting is justified by strategic value.
• - Guided Selling: Assist the sales team in selecting correct product bundles and SKUs, ensuring mandatory add-ons are included and pricing dependencies (like volume-based tiers) are triggered accurately.
• - Custom Terms Audit: Identify and flag custom requests, such as non-standard payment terms, free trial clauses, or custom SLA commitments.
• - Deal Operations (Deal Ops)
• - SOW & Quote Reconciliation: Verify that the Technical Scope matches the Commercial Quote by cross-referencing Presales Statements of Work (SOW) with Order Forms to ensure consistency.
• - Technical Validation: Confirm that the products or packages (SKUs) selected by the Account Executive are commercially accurate and technically consistent with the opportunity's constraints.
• - CPQ Support & Hygiene: Serve as the subject matter expert for Sales reps navigating the CPQ environment, providing real-time troubleshooting for configuration errors. Partner with RevOps to ensure the CPQ tool reflects the latest price books and discounting rules.
• - Process Improvement: Identify bottlenecks in the sales cycle and implement automated workflows to reduce friction for the sales team.
• - LATAM Regional & Partner Support
• - Regional Commercial Liaison: Act as the primary Deal Desk point of contact for strategic LATAM-based partners.
• - Bilingual Support: Provide high-touch support in Spanish (Required) and Brazilian Portuguese (Strongly Preferred), translating complex commercial logic into clear guidance for partners and local sales teams to accelerate sales cycles, including for complex RFPs and open bids.

Deal Desk Analyst

Security Engineer

• Omilia operates a proprietary, end-to-end conversational AI cloud platform serving enterprise contact
• centres in regulated industries including banking, utilities, and telecoms. The platform is cloud-native
• on AWS, Kubernetes-orchestrated, multi-tenant and single-tenant, and holds government-grade
• certifications including FedRAMP, ISO 27001, SOC 2 Type II, PCI-DSS Level 1, HIPAA, and GDPR.
• The Director of Cloud Security will own the security posture of this platform end-to-end: from
• infrastructure hardening and threat modelling through to audit evidence production and customer-
• facing security assurance.
• **Key Responsibilities**
• Cloud Security Ownership
• Define and execute Omilia’s cloud security strategy across all deployment models: multi-tenant SaaS,
• exclusive tenant, private cloud, and hybrid.
• Own the AWS security architecture including IAM, VPC design, GuardDuty, Security Hub, CloudTrail, KMS
• key management, and secrets management.
• Lead infrastructure hardening programmes using golden image pipelines, CIS Benchmarks, and automated
• compliance scanning.
• Ensure network segmentation, tenant data isolation, and zero-trust principles are implemented and
• maintained across all environments.
• **Compliance &amp; Certification Leadership**
• Own the annual renewal and continuous readiness of FedRAMP, SOC 2 Type II, ISO 27001, PCI-DSS Level
• 1, HIPAA, and GDPR across the cloud platform.
• Drive the EU AI Act compliance programme as it applies to high-risk AI system classifications relevant to
• Omilia’s deployments in regulated sectors.
• Produce and maintain the security control evidence pack used in enterprise customer due diligence, RFP
• responses, and regulatory audits.
• Act as primary technical liaison with external auditors, QSAs, and penetration testing firms.
• **AI &amp; Data Security**
• Define data security controls for voice data processing pipelines, including real-time PCI redaction, voice
• biometric data storage, and training data anonymisation.
• Assess security implications of LLM and generative AI integrations (Pathfinder, miniApps, RAG pipelines)
• and establish guardrails for model input/output security.
• Own the subprocessor security assessment programme and ensure DPA/Security Exhibit obligations are
• met across the third-party supply chain.
• **Security Engineering &amp; Operations**
• Lead vulnerability management: SAST/DAST integration in CI/CD, container image scanning, CVE triage,
• patch SLAs.
• Own incident response for cloud-tier events: detection, containment, eradication, recovery, and post-incident
• review.
• Define and operate security monitoring and SIEM coverage for the OCP platform, ensuring audit logs are
• immutable, queryable, and exportable.
• Collaborate with engineering on secure SDLC practices, threat modelling for new features, and security
• review gates in the release process.
• **Stakeholder Engagement**
• Support Sales and Customer Success in enterprise security questionnaires, customer security reviews, and
• contract security exhibit negotiations.
• Represent cloud security posture to the CISO, CTO, and executive team; translate technical risk into
• business impact language.
• Engage with CCaaS platform partners (NICE, Five9, Genesys, RingCentral) on integration security
• requirements and shared responsibility boundaries.

Director of Cloud Security

• Serve as the primary security contact for Sales, Customer Success, Legal/Contracts, Product, and Professional Services — acting as a security advisor embedded in commercial and delivery workflows.
• Attend key deal reviews, QBRs, and customer onboarding sessions to provide security context and remove blockers caused by security uncertainty.
• Translate cyber security standards and policies into actionable guidance for non-security teams; bridge the gap between the CISO’s policy layer and day-to-day business operations.
• Own the security governance framework for Omilia’s AI product features: generative AI tools (Pathfinder, miniApps), LLM integrations, agentic execution pipelines, and voice biometric systems.
• Lead the security review process for new AI feature releases, including threat modelling, data handling assessment, and compliance gap analysis (EU AI Act, NIST AI RMF).
• Establish and maintain an AI risk register covering model input/output risks, training data provenance, inference security, and human-in-the-loop control adequacy.
• Represent Omilia in AI security discussions with enterprise customers and prospects who are subject to AI governance mandates (DORA, EU AI Act, internal AI ethics boards).
• Own the security questionnaire process end-to-end: triage, response, evidence pack assembly, and customer sign-off. Target: sub-5-day turnaround for standard RFPs.
• Maintain and continuously improve the master security response library, aligned to current certifications (FedRAMP, SOC 2 Type II, ISO 27001, PCI-DSS, HIPAA, GDPR).
• Participate in contract security exhibit negotiations, advising Legal on what Omilia can operationally commit to vs. what requires escalation or commercial pushback.
• Support customer audits, penetration test disclosure requirements, and on-site/virtual security review sessions.
• Drive adherence to Omilia’s internal security policies across business units: data classification, acceptable use, third-party risk, incident reporting obligations.
• Run targeted security awareness programmes for non-technical staff, with specific focus on data handling, phishing resilience, and AI tool usage policies.
• Identify and escalate systemic non-compliance patterns to the CISO; propose pragmatic remediation plans that do not block business operations.
• Maintain the internal security risk register for business-unit-owned risks (as distinct from technical/platform risks owned by Cloud Security).
• Manage the security assessment lifecycle for new vendors, subprocessors, and integration partners, ensuring DPA and Security Exhibit obligations flow down appropriately.
• Monitor existing subprocessor security posture and flag material changes (e.g., a CCaaS partner changing their cloud provider or incident disclosures).
• Support the OEM and reseller channel on security onboarding: ensure partner-side obligations are understood and operationalised.

Business Information Security Officer

Solutions Engineer

• Partner with Account Executives to qualify opportunities, understand business drivers, and define success criteria.
• Lead discovery workshops with prospects to surface requirements and translate them into tailored solution architectures.
• Design and deliver compelling, scenario-based product demonstrations that speak directly to customer use cases.
• Review and respond to RFPs, ensuring Omilia technology and services are represented with precision and impact.
• Serve as a trusted technical advisor throughout the entire evaluation and solution design process.
• Map customer use cases to existing Omilia Customer Journeys approved by Product and Delivery.
• Collaborate with customers, prospects, Product, and Delivery to propose custom Customer Journeys where needed.
• Bridge technical concepts and business value — making complex voice AI capabilities accessible to non-technical stakeholders.
• Show customers how to build and develop applications using Omilia technology and services.
• Work with the Omilia Product team to address use cases not yet covered by existing technology and services.
• Edit Scopes of Work and ensure that commercial documentation accurately reflects Omilia's offerings.
• Collaborate with Product, Delivery, and Marketing to feed customer insights back into the roadmap.
• Support smooth customer handoffs from Sales to Delivery, maintaining continuity and trust.

Solutions Consultant

Compliance

• Manage the lifecycle of our foundational frameworks (ISO 27001, SOC 2, HIPAA, DORA). Ensure controls are effective year-round in OneTrust.
• Audit Captain: Coordinate external audits with our GRC Operations and Program Coordinator. You co-manage the timeline, prep the stakeholders, and ensure the evidence room is ready before the auditor asks.
• Lead our operational readiness for digital regulations such as the EU AI Act and the EU Data Act. Work with Legal to understand the law, then work with our teams to build the technical controls.
• Translate "compliance-speak" into plain English. When you talk to Sales, you talk about trust and revenue. When you talk to Engineering, you talk about efficiency.
• Proactively work with department heads to solve blockers. If a security control slows down a product launch, you help design a frictionless, compliant alternative.
• Facilitate risk workshops that focus on real business impacts (e.g., "Supply Chain Failure") rather than theoretical checklist risks.

Deal Desk Analyst

Director of Cloud Security

Business Information Security Officer

Solutions Consultant

Compliance Manager