Omilia - Conversational Intelligence

Customer Success Manager

• The Senior Customer Success Manager owns the executive relationship and value realization strategy for 3-5 of Omilia's most strategic enterprise accounts.
• Develop and own a 30-60-90 day success plan for each account, including current state assessment, target state, and an agreed action plan with the customer's executive sponsor.
• Bring a strategic point of view on each customer's program direction and proactively guide the customer toward outcomes that drive measurable business value.
• Lead performance report conversations with customers end-to-end, owning the narrative, defending recommendations, and translating data into executive-level strategic discussions.
• Drive renewal and expansion in partnership with Account Management by ensuring customers consistently realize value from the Omilia platform.
• Partner cross-functionally with Sales, Account Management, Delivery, and Product to ensure agentic migrations close, deploy successfully, and deliver measurable value.
• Build and codify the migration playbook documenting best practices for the broader CSM team to use across the customer base.
• Model strategic CSM behavior setting the standard for executive engagement, value narrative, and customer ownership.
• Mentor and coach the CSM team on strategic conversations, executive relationship building, and consultative engagement.
• Co-lead high-stakes customer escalations alongside the VP when senior intervention is required.

Senior Customer Success Manager

Artificial Intelligence

• Own technical delivery quality from design through go-live and hypercare — ensuring on-time, on-budget outcomes aligned with client CX goals.
• Serve as the primary technical point of contact for assigned client engagements — translating business requirements into technical architectures and CX designs.
• Proactively identify and manage delivery risks, escalate complex technical issues, and drive resolution with urgency.
• Provide technical guidance and mentorship to junior engineers within the delivery team.
• Contribute to 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 alignment on project requirements and Omilia platform capabilities.
• Design, configure, and deploy end-to-end conversational AI solutions on the Omilia OCP platform — covering agentic workflows blended with traditional NLU modelling, and omnichannel integrations.
• Integrate GenAI capabilities into production deployments — including RAG pipelines, embedding search, and LLM prompt engineering.
• Manage contact centre infrastructure integrations: IVR, SIP, CTI, and omnichannel APIs.
• Serve as the primary technical point of contact for assigned client engagements — translating business requirements into technical architectures and CX designs, and maintaining trusted relationships with customers and partners throughout the project lifecycle.
• Collaborate closely with Solution Architects, Product, Platform, R&D, and Pre-Sales to ensure alignment on project requirements and Omilia platform capabilities.
• Proactively identify and manage delivery risks — escalating complex technical issues and driving resolution with urgency.
• Provide technical guidance and mentorship to junior engineers within the delivery team.
• Contribute to internal delivery accelerators, tooling, reusable solution components, and best-practice documentation.
• Actively research developments in conversational AI, agentic frameworks, and GenAI tooling to drive continuous improvement in delivery processes.
• Foster a culture of quality, innovation, and ownership within the team.

Senior Conversational AI Delivery Engineer

DevOps Engineer

• - Ensure platform reliability and availability across production and pre-production environments through proactive monitoring, alerting, and automation.
• - First response for incidents, contribute to problem management and root cause analysis.
• - Supporting the development team's effort towards reliability, creating a solid reliability culture within the development lifecycle.
• - Develop troubleshooting documentation for production support resources.
• - Collaborate with Engineering teams to develop optimised and productive runbooks, operational documentation and automation of operational tasks.
• - Collaborate with development and cloud engineering teams to embed reliability and performance into the software delivery lifecycle.
• - Design, implement, and evolve observability solutions (metrics, logs, traces, dashboards) using tools such as Prometheus, Grafana, and ELK.
• - Participate in on-call rotations and continuously improve alert quality and response processes.
• - Champion a culture of reliability, performance, and continuous improvement across teams.

Senior Site Reliability Engineer

IT Support

• **Role Purpose**
• The IT Support Administrator manages IT systems administration tasks alongside end-user support at Omilia, taking ownership of platform configurations, access management, and systems health monitoring. The role bridges IT support delivery with IT administration responsibilities, ensuring both end-user needs and back-end IT systems are maintained to a high standard.
• **Accountabilities**
• - Owns assigned IT systems administration tasks including user account management, access provisioning, and SaaS platform configuration.
• - Accountable for resolving IT support requests within SLA and maintaining accurate IT documentation.
• - Responsible for systems health monitoring, patch compliance, and endpoint security within assigned scope.
• - Contributes to IT process documentation and continuous improvement of IT operations workflows.
• **Key Responsibilities**
• - Administer identity and access management systems: user account creation, SSO configuration, and access reviews.
• - Manage SaaS application administration including Google Workspace, Microsoft 365, Okta, and collaboration tools.
• - Handle IT support escalations from Tier-1 and manage complex hardware/software troubleshooting.
• - Monitor IT systems health, apply patches, and ensure endpoint compliance with Omilia's security policies.
• - Manage IT asset lifecycle: procurement tracking, provisioning, maintenance, and disposal.
• - Design and maintain IT operations runbooks, onboarding/offboarding procedures, and knowledge base articles.
• - Support IT security audits and contribute to compliance evidence collection.
• - Collaborate with IT Support Engineers on escalated tickets and process improvement initiatives.

IT Support Administrator

• - Owns the availability, performance, and security posture of Omilia's IT infrastructure across network, server, and cloud layers.
• - Accountable for infrastructure lifecycle management: capacity planning, procurement, deployment, maintenance, and decommissioning.
• - Responsible for backup integrity, disaster recovery readiness, and business continuity across all managed systems.
• - Ensures infrastructure compliance with Omilia's security policies and relevant certifications (ISO 27001, SOC 2, PCI-DSS).
• - Contributes to infrastructure strategy and roadmap, identifying opportunities to improve resilience, efficiency, and cost.
• - Administer and maintain network infrastructure: LAN/WAN, firewalls, VPN, DNS, DHCP, and switching/routing equipment.
• - Manage server infrastructure (physical and virtual) including provisioning, patching, performance tuning, and decommissioning.
• - Administer cloud infrastructure across GCP, AWS, or Azure: compute, storage, networking, and IAM configurations.
• - Manage virtualisation platforms (VMware, Hyper-V) and containerisation environments where applicable.
• - Implement and maintain backup and disaster recovery solutions; conduct periodic DR tests and document outcomes.
• - Monitor infrastructure health using observability tools (e.g. Zabbix, Datadog, Grafana); respond to and resolve infrastructure incidents.
• - Enforce infrastructure security controls: patch management, vulnerability remediation, access hardening, and certificate management.
• - Manage on-premises and cloud storage solutions, ensuring data integrity, retention compliance, and performance.
• - Maintain infrastructure documentation: network diagrams, runbooks, configuration baselines, and change records.
• - Support IT security audits and contribute infrastructure evidence to compliance programmes (ISO 27001, SOC 2, PCI-DSS).

IT Infrastructure Administrator

Support Engineer

• Lead the AMER support team. Run daily team calls to align on requests, blockers, priorities and customer escalations. Translate ambiguous customer issues into clear, feasible team goals and manage expectations with stakeholders.
• Hire and onboard. Recruit, onboard and ramp new engineers on OCP. Contribute to the enhancement of the current structured onboarding plan that gets new hires productive on real tickets fast.
• Develop people. Run 1:1s, performance reviews and growth conversations based on our current framework. Coach individual contributors toward senior and specialist tracks; address performance issues directly and fairly.
• Own queue health and SLAs. Own SLAs across Severity 1 to Severity 4 for the Costa Rica queue. Monitor backlog, ageing tickets and Platinum-Customer health, and drive the team toward measurable improvements in response time, resolution time and CSAT.
• Manage cross-region handoffs. Coordinate follow-the-sun handoffs with EMEA and APAC support teams. Set the standard for end-of-shift handover quality so no ticket loses momentum across regions.
• Own customer communication during incidents. Incidents are led by the Platform team’s Incident Managers. You are accountable for making sure the support team keeps customers informed and updated throughout the incident lifecycle.
• Support key customer relationships. Serve as a senior point of contact within Technical Support for key accounts during incidents or ticket escalations, recurring reviews and QBRs. Build trust through clear, honest communication and consistent follow-through.
• Run the knowledge and continuous-improvement loop. Drive the Omilia Service Desk knowledge base flow. Ensure recurring issues are converted into KB articles, reduce repeat tickets and feed the agentic service desk roadmap with real ticket signal.
• Uphold compliance and security. Make sure the team handles customer data in line with PCI-DSS, SOC 2, ISO 27001, HIPAA and GDPR. Reinforce least-privilege access, careful logging practices and incident reporting discipline.
• Stay hands-on and be the team’s technical anchor. Maintain an in-depth understanding of OCP components - and how they interact under the hood. Be the go-to expert and mentor: answer the team’s toughest technical questions and level up their debugging skills through collaborative pairing sessions, alongside the Technical Lead.
• Drive deep troubleshooting and an exploratory mindset. Be integral part of application issue replication - build the app, hunt for triggers, isolate root causes; don’t just take a user’s word for it. Partner with engineers on high-complexity tickets, dive into logs and review proposed fixes for technical soundness and completeness. When documentation falls short, take an exploratory “what if” approach: probe how the platform behaves under stress or non-standard configurations to anticipate future edge cases.
• Drive tooling and process improvement. Improve JSM workflows, automation and integrations between the service desk and OCP observability. Contribute to the Agentic Service desk rollout.

Senior Technical Support Manager

Sales Development Rep

• The Sales Development Representative (SDR) is responsible for New Lead Prospecting and Opportunity Generation.
• - Owns outbound prospecting activity and inbound lead response within the assigned territory.
• - Accountable for securing a quota of at least three (3) Sales Qualified Opportunities (SQOs) per month once fully ramped.
• - Responsible for accurate CRM activity logging and pipeline attribution in Salesforce.com, including comprehensive and up-to-date client information.
• - Acts as the first point of contact for prospective Omilia clients, responsible for making a compelling first impression.
• - Responsible for responding to new opportunities and partner inquiries within 48 hours.
• - Generate qualified sales leads through a mixture of outbound cold calling, social media interactions, and emailing.
• - Qualify opportunities based upon the MEDDPPIC framework (Metrics, Economic Buyer, Decision Criteria, Decision Process, Paper Process, Identify Pain, and Champion).
• - Schedule discovery calls and product demos for the North American Account Executives.
• - Support and demo Omilia's platform to both new and existing customers.
• - Manage a personal book of accounts and set the strategy for effective book management.Coordinate with Sales and Marketing teams to manage inbound Marketing Qualified Leads (MQLs) and properly disposition them.
• - Provide constructive feedback on how to improve SDR role effectiveness to SDR Managers and Sales Enablement.
• - Facilitate the implementation of new tools and outreach insights to improve internal processes.
• - Continue assisting in resolving customer issues after an order is accepted until a full transition is made to the Services Organization.

Sales Development Representative

Data Engineer

• Own the Training Environment data architecture end-to-end: dataset design and schema for all ML training pipelines, including dialog corpora for LLM training, conversational steps for NLU models, annotated evaluation sets, and whole-call recordings for speech-to-speech model development.
• Define and govern data selection and sampling strategy: establish criteria that determine which production conversations have the highest training value, including diversity-optimized sampling, confidence-based filtering, edge-case prioritization, and deduplication strategies.
• Build and maintain the data catalog and dataset discovery infrastructure: enable ML engineers across LLM, NLU, Speech, and Agentic teams to find, understand, and use training data without friction.
• Define annotation pipeline architecture: establish requirements for data labeling — intent annotation, entity tagging, dialog act classification, task completion scoring, and agentic reasoning evaluation — across internal annotators and external vendors.
• Architect the data flywheel: the closed-loop system where real customer conversations feed back into training data collection, curation, annotation, model retraining, and evaluation.
• Own and maintain data pipelines and infrastructure spanning Snowflake, AWS S3, ETL/ELT pipelines (Airflow), and integration with ML training workflows on AWS SageMaker.
• Work directly with LLM, NLU, and Agentic systems teams to understand training data requirements — what conversational patterns improve zero-shot routing accuracy, what dialog structures train better task planners, what edge cases stress-test agentic reasoning — and translate these into concrete dataset specifications and pipeline configurations.
• Define and maintain the data architecture for Omilia's Training Environment: schema design, data flow patterns from production (OCP) to centralized training infrastructure, storage strategy (Snowflake + S3), cross-pipeline consistency, and clear auditable data lineage, including anonymization requirements as part of the compliance layer.
• Design data quality frameworks that directly improve model outcomes: content-based deduplication, diversity-maximizing sampling, confidence-based filtering using NLU scores and behavioral signals, and dedicated NLU improvement corpus extraction from low-confidence and no-match production data.
• Define annotation requirements for ML model development — intent labeling guidelines, entity tagging schemas, dialog act classification, task completion scoring, and reasoning quality assessment — and design annotation workflows that produce consistent, high-quality labels at scale; evaluate and manage external data annotation vendors.
• Build and maintain the data catalog that enables cross-team dataset discovery: document dataset contents, schemas, lineage, quality metrics, intended use cases, and known limitations; define the taxonomy for organizing training datasets across model types (LLM, S2S, NLU, ASR, TTS, agentic).
• Architect the closed-loop data flywheel: production conversations → data selection → anonymization → curation → annotation → model training → evaluation → safe redeployment → back to production; define feedback mechanisms that route model failure cases into targeted training data collection.
• Identify gaps in production training data and define requirements for external data acquisition (public datasets, synthetic data generation, vendor-sourced corpora); design data augmentation strategies for underrepresented languages, domains, or conversational patterns.
• Work closely with LLM/NLU/S2S/ASR/TTS/VB Tech Leads and Senior Engineers to align data architecture with model training requirements; collaborate with Platform Engineering, Security & Compliance, and Product Management stakeholders.
• Maintain comprehensive documentation of data architecture, dataset specifications, pipeline configurations, and data catalog; produce data architecture RFCs for significant changes and share best practices with ML teams.

Senior Data Architect

Account Executive

• The Account Executive exists to drive new business growth by identifying, qualifying, and securing strategic customer and partner opportunities. This role ensures that Omilia’s solutions are accurately positioned to meet client needs, while building trusted relationships and delivering a seamless transition from pre-sales to implementation. By acting as a knowledgeable advisor and advocate for both the customer and Omilia, the Account Executive contributes directly to the company’s revenue targets and long-term partnership success.**
• Core responsibilities:
• - Qualify and secure new customer and partner opportunities by accurately assessing technical feasibility and business value.
• - Lead the preparation and delivery of proposals, RFP responses, business discussions, technical presentations, and product demonstrations, ensuring alignment with customer requirements and Omilia’s solutions.
• - Facilitate a seamless transition from pre-sales to implementation by providing comprehensive knowledge transfer and ensuring clear communication of project scope and requirements.
• - Act as a trusted technical advisor to prospective customers, developing a deep understanding of their business challenges and goals, and articulating the value of Omilia’s advanced contact center solutions.
• - Proactively identify customer needs and build compelling business cases to overcome objections and drive solution adoption.
• - Protect Omilia’s interests by qualifying opportunities and avoiding engagements where technical challenges outweigh long-term partnership value.
• - Gather and relay valuable customer feedback and field data to Product Management, supporting the ongoing development and direction of Omilia’s software platform.
• - Provide continuous knowledge transfer to the Sales Team and newly hired Sales Engineers, highlighting technical aspects and competitive positioning of Omilia’s solutions.
• - Build and maintain strong relationships with key stakeholders throughout the sales cycle, including executive, financial, and technical decision makers.
• - Travel as required (up to 20%), including overnight, to support business development and customer engagement activities.