Omilia - Conversational Intelligence

Data Analyst

• Improve Omilia's Drive-Thru Voice AI, a production system taking orders across thousands of Quick Serve Restaurants
• Track system performance
• Perform analyses on production data
• Turn insights into fixes and enhancements to NLU models, conversation flows, and LLM behavior
• Write SQL queries
• Build reports and dashboards
• Track KPIs
• Run analyses and identify optimization opportunities
• Review real drive-thru dialogs
• Identify error patterns and propose actionable improvements for accuracy and user experience
• Implement and thoroughly test semantic models and conversation flows using machine learning, rule-based techniques, and LLMs

Data Analyst – Computational Linguist

IT Support

• Own assigned IT systems administration tasks, including user account management, access provisioning, and SaaS platform configuration
• Resolve IT support requests within SLA and maintain accurate IT documentation
• Monitor systems health, patch compliance, and endpoint security
• Contribute to IT process documentation and continuous improvement of IT operations workflows
• Administer identity and access management systems, including user account creation, SSO configuration, and access reviews
• Manage SaaS applications including Google Workspace, Microsoft 365, Okta, and collaboration tools
• Handle IT support escalations from Tier 1 and troubleshoot complex hardware/software issues
• Monitor IT systems health, apply patches, and ensure endpoint compliance with Omilia's security policies
• Manage IT asset lifecycle, including 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

Consultant

• Own the technical pre-sales process for assigned enterprise opportunities in ANZ, from discovery through proof-of-concept and proposal
• Ensure the technical quality and accuracy of solution designs, demonstrations, and proposals for ANZ enterprise prospects
• Build trusted technical advisor relationships with prospective client technical and business stakeholders across ANZ
• Translate prospect technical requirements into product feedback for Engineering and Product teams
• Lead technical discovery covering contact centre architecture, integration landscape, and conversational AI requirements
• Design and deliver customised demonstrations, proof-of-concepts, and solution prototypes
• Develop technical sections of RFP/RFI responses, proposals, and SOW documents
• Build and maintain demo environments, scripts, and technical assets for the pre-sales library
• Partner with ANZ Account Executives to develop win strategies and identify technical champions
• Respond to technical due diligence, security questionnaires, and architecture reviews
• Provide feedback to Product and Engineering on enterprise prospect requirements and competitive gaps
• Support customer-facing events, webinars, and industry conferences with technical presentations
• Hand over from sales to deployment and support the delivery team

Solution Enterprise Consultant

AI Engineer

• Develop, implement, and maintain high-quality conversational AI applications on the Omilia Cloud Platform
• Own end-to-end development and unit testing of conversational features and miniApps
• Implement business logic and conversational flows defined in Detailed Design Specifications
• Create, upload, and basic-tune NLU models and resources
• Troubleshoot and resolve defects identified during QA, UAT, or production hypercare
• Deploy and promote applications across OCP Dev, UAT, and Prod environments
• Write maintainable code for conversational dialogs integrating backend web services and CCaaS platforms
• Prepare and upload NLU training data and manage intent selection policies
• Analyse ELK/Kibana logs and resolve runtime errors
• Maintain technical documentation and contribute to master prompt lists and implementation steps
• Participate in daily stand-ups and sprint planning, estimate tasks, and surface technical risks
• Work within a squad under a Team Lead or Solution Delivery Manager

Conversational AI Application Developer, English and French Speaker

Sales Development Rep

• Generate qualified pipeline for Omilia's IBERIA enterprise sales team through structured outbound prospecting and inbound lead qualification
• Identify, engage, and qualify senior decision-makers at target enterprise accounts across Europe, the Middle East, and Africa
• Convert prospect interest into discovery meetings for Account Executives
• Own top-of-funnel pipeline generation for assigned IBERIA territories and meet monthly and quarterly targets
• Build and execute multi-touch, multi-channel sequences across phone, email, LinkedIn, and social
• Qualify inbound leads from marketing campaigns, events, content downloads, and website activity
• Represent Omilia's value proposition in IBERIA prospect interactions across diverse European markets
• Maintain accurate prospecting records and activity in Salesforce
• Research target accounts and identify buying centres and senior decision-makers using Salesforce, LinkedIn Sales Navigator, ZoomInfo, and other intelligence tools
• Conduct discovery conversations, qualify budget authority, need, and timing, and secure substantive first meetings for Account Executives
• Adapt outreach to procurement cultures and business norms across assigned IBERIA markets
• Partner with marketing on campaign follow-up and provide feedback on lead quality and regional relevance
• Collaborate with Account Executives on territory priorities, meeting briefs, account planning, contact mapping, and engagement history
• Develop working knowledge of Omilia products including OCP, miniApps, Pathfinder, CoPilot, TalkGuard, and OptimizeIQ
• Maintain awareness of GDPR and the EU AI Act in enterprise AI and contact centre deployments
• Track KPIs including outreach volume, connection rates, meeting booking rates, and pipeline contribution
• Participate in pipeline reviews and coaching with the Sales Director
• Travel within IBERIA for trade shows, industry events, and internal sales meetings, up to 10% of the time

Sales Development Representative, IBERIA

Human Resources

• Own timely, accurate US payroll inputs and cycle coordination with Finance and EOR partners
• Maintain integrity of US employee data in HiBob and related systems, including new-hire, change, and termination records
• Ensure US onboarding and offboarding run end-to-end, including documentation, system access, EOR/entity setup, and handoffs
• Surface US employment, payroll, and EOR compliance risks to HR Director and Legal/Finance partners
• Serve as primary operational HR contact for US managers and employees on payroll, leave, HRIS, and lifecycle administration
• Maintain process documentation for US payroll, EOR, and people-ops workflows
• Prepare and validate US payroll inputs; reconcile exceptions with Finance and EOR vendors before pay run lock
• Administer EOR relationships for US workers, including onboarding packages, status changes, terminations, and vendor coordination
• Process US joiners, contract/compensation changes, and leavers in HiBob and related tools
• Coordinate US onboarding logistics with IT, hiring managers, and EOR
• Advise managers and employees on leave, timekeeping, and basic US HR policy questions; escalate ER or legal issues
• Support offer and start-date handoffs from Talent Acquisition into people operations and payroll/EOR setup
• Generate headcount, payroll exception, and HRIS data reports for HR Director and Finance
• Identify and implement process improvements or light automation
• Partner with Finance on payroll calendars, year-end/tax-related data requests, and audit evidence gathering

HR Officer

LLM Engineer

• Own end-to-end solution design and technical direction for agentic implementations, from business requirements through production delivery
• Lead and coordinate a project team of Conversational AI Developers, QA Engineer, and Integrations Engineer
• Lead design, development, and delivery of production-grade conversational AI applications using Omilia's technology suite
• Analyze business requirements and design solutions to meet them
• Ensure applications follow usability principles and meet KPIs
• Manage the team's backlog and assign and oversee project tasks
• Ensure application quality and timely delivery
• Consult customers and provide guidance on problem resolution and best practices
• Explain technology and application capabilities to clients and stakeholders
• Identify and communicate improvement opportunities
• Communicate progress, risks, and technical decisions to internal and external stakeholders
• Define escalation thresholds and task-handoff structures between autonomous and human agents

Software Engineer – Conversational AI Application Developer, Tech Lead

Artificial Intelligence

• Design, configure, and deploy end-to-end conversational AI (IVR / IVA) solutions on the Omilia OCP platform
• Build 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 including IVR, SIP, CTI, and omnichannel APIs
• Own technical delivery quality from design through go-live and hypercare
• Serve as the primary technical point of contact for assigned client engagements
• Translate business requirements into technical architectures and CX designs
• Maintain trusted relationships with customers and partners throughout the project lifecycle
• Identify and manage delivery risks, escalate complex technical issues, and drive resolution
• Provide technical guidance and mentorship to junior engineers
• Contribute to delivery accelerators, tooling, reusable solution components, and best-practice documentation
• Research conversational AI, agentic frameworks, and GenAI tooling
• Collaborate across Solution Delivery, Product, Platform, R&D, Sales, Pre-Sales, and Certified Partners

Senior Conversational AI Delivery Engineer

Project Manager

• Own end-to-end delivery of implementation projects on time, within scope, and within budget
• Manage organisational and stakeholder change across client, partner, and internal teams during agentic AI deployments
• Manage project risks and establish, contribute to, and execute PMO processes and governance standards
• Own resource allocation and changes to project scope, schedule, or cost
• Provide functional delivery leadership, mentoring, prioritisation, and day-to-day coordination to cross-functional implementation teams without formal hierarchical management authority
• Define project scope and objectives with stakeholders and assess project feasibility
• Develop and maintain detailed project plans and track progress against milestones
• Manage relationships with clients, partners, third-party vendors, and project stakeholders
• Maintain project documentation, including plans, status reports, and RAID logs
• Contribute to and monitor product enhancement requests arising from project requirements
• Understand technical tasks sufficiently to plan, sequence, challenge estimates, track task-level progress, and identify slippage early
• Support requirements and design processes, including gathering, clarifying, validating, and translating technical and functional requirements into implementable specifications