Omilia - Conversational Intelligence

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• We are seeking a Conversational AI application developer to join our Solution Delivery team. • You will be part of a talented software team that delivers the latest in Conversational AI and Virtual Agent technologies, bringing advanced voice and chat-driven solutions to enterprises across the world. • Working with customers to analyze and understand business requirements; • Designing the application in line with established usability principles and business requirements; • Developing hybrid Conversational AI applications that blend agentic and deterministic, rule-based capabilities; • Implementing and testing the semantic models and the conversation flow, leveraging rule-based, ML-based, and GenAI-based technologies made available on Omilia's Cloud Platform (OCP). • Tasks include: preparing, augmenting, and annotating datasets for ML and agentic training; • Executing model testing to assess performance; • Developing semantic rules using dictionaries and regular expressions; • Managing RAG knowledge base configuration; prompt engineering; • Using JavaScript to code application logic; • Integrating Omilia applications with client systems via REST web services; • Test-driven development, unit and regression testing; • Analyzing real-life human-system dialogs using Omilia's Conversational Insights and analytics tools; • Testing early platform features to provide feedback; • Closely working with customers and other team members to debug and troubleshoot issues; • Supporting partners and customers, providing consultation on design and development practices; • Engaging in continuous collaboration with team members, communicating problems effectively, and sharing insights.

• Working with customers to analyze and understand business requirements; • Designing the application in line with established usability principles and business requirements; • Developing hybrid Conversational AI applications that blend agentic and deterministic, rule-based capabilities; • Implementing and testing the semantic models and the conversation flow, leveraging rule-based, ML-based, and GenAI-based technologies made available on Omilia's Cloud Platform (OCP). More detailed tasks include: preparing, augmenting, and annotating datasets for ML and agentic training; executing model testing to assess performance; developing semantic rules using dictionaries and regular expressions; managing RAG knowledge base configuration; prompt engineering; • Using JavaScript to code application logic; • Integrating Omilia applications with client systems via REST web services; • Test-driven development, unit and regression testing; • Analyzing real-life human-system dialogs using Omilia's Conversational Insights and analytics tools, assessing the overall system performance, and identifying improvement opportunities; • Closely working with customers and other team members to debug and troubleshoot issues; • Testing early platform features to provide feedback, communicating identified product improvement opportunities or partner/customer feedback to the product team for resolution; • Supporting partners and customers, providing consultation on design and development practices as well as assisting with issue resolution during day-2 operation; • Engaging in continuous collaboration with team members, communicating problems effectively, and sharing insights

• Own end-to-end commercial accountability for an assigned portfolio of US enterprise accounts from approximately six months post go-live — with full ownership of NRR, expansion ARR, contract renewals, and change request commercials. • Serve as the primary point of contact and trusted advisor for assigned accounts, ensuring customers continuously maximise the value of Omilia's platform and achieve their stated business outcomes. • Define, execute, and continuously refine account-level growth strategies that align Omilia's product roadmap and platform capabilities to each customer's evolving contact centre and CX transformation objectives. • Ensure the contracted scope of Omilia's platform is fully adopted, operationally embedded, and delivering measurable ROI within each account — coordinating proactively with Customer Success, Solutions Engineering, and Professional Services to close adoption gaps. • Own the full renewal cycle for assigned accounts — engaging customers well in advance of renewal dates, demonstrating value realisation, negotiating commercial terms, and consistently delivering high retention rates across the portfolio. • Drive a structured cross-sell and upsell motion across the portfolio — identifying unaddressed automation use cases, additional miniApps deployments, platform tier upgrades, and new product opportunities, and progressing these through to signature. • Act as the commercial owner of all customer-initiated change requests — defining scope, aligning on pricing and timelines with internal delivery teams, and managing contractual impact end-to-end. • Maintain forecasting integrity for the NA book of business — providing the VP of Premier Sales with reliable, data-grounded revenue projections on a weekly cadence with full pipeline transparency in Salesforce. • Represent the NA market's commercial reality and customer perspective internally — translating account-level feedback, competitive pressure, and product gaps into actionable input for Product Management, Marketing, and Sales leadership. • Protect and expand Omilia's competitive position within each account by actively mapping stakeholder influence, identifying displacement risk early, and building multi-threaded executive relationships that insulate accounts from competitive incursion. • Assume dedicated account ownership for assigned customers approximately six months after their initial go-live date, establishing a structured engagement model, executive cadence, and success framework from the point of handover. • Articulate "Why Omilia" with authority — communicating key platform differentiators, product use cases, and competitive positioning from the customer's perspective, adapting the narrative to the audience whether economic buyer, IT decision-maker, or operational leader. • Proactively engage with customers on a continuous basis to understand their evolving needs, strategic objectives, and contact centre transformation priorities — anticipating challenges before they become escalations and ensuring customers are consistently realising platform value. • Prepare and lead Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs) with key customer stakeholders — presenting performance metrics, demonstrating achieved value, reviewing strategic alignment, and identifying future expansion opportunities. • Master the Omilia demo suite across the full product portfolio (OCP, miniApps, Pathfinder, CoPilot, TalkGuard, OptimizeIQ) and deliver compelling, tailored product demonstrations that map customer business requirements to specific platform capabilities and measurable outcomes. • Act as a trusted technical advisor to customers — proactively identifying and addressing technical needs and objections, conducting technical benefits assessments, and helping customers envision the full potential of an advanced Omilia-powered contact centre deployment. • Lead the preparation and delivery of business discussions, technical presentations, and solution demonstrations — carefully mapping customer requirements to value-driven technical solutions and building the business case necessary to overcome objections and advance commercial decisions. • Actively learn and maintain an advanced working knowledge of the Omilia software portfolio — sufficient to creatively apply technology to customer business problems, hold credible architecture conversations with IT teams, and critically evaluate the technical sustainability of new sales opportunities or RFPs. • Develop and maintain a comprehensive, living account plan for every named account, covering: stakeholder mapping (economic buyers, champions, blockers), whitespace analysis by product line, expansion scenarios with projected ARR, risk log with mitigation actions, and a 12-month engagement calendar. • Identify, qualify, and close expansion opportunities within the existing account base — targeting unaddressed automation use cases, additional miniApps deployments, platform tier upgrades, and new product introductions — managing the full cycle from discovery and scoping through proposal and signature. • Manage the entire renewal process end-to-end for assigned accounts — engaging customers well in advance of renewal dates, tying commercial conversations to demonstrated value, negotiating terms in alignment with Omilia's pricing and deal desk policies, and ensuring high retention rates. • Serve as the commercial liaison for customer-initiated change requests — defining scope, gathering requirements, facilitating communication between the customer and internal delivery teams, and owning the commercial aspects of each change including pricing, timeline, and contractual impact. • Monitor account health on a continuous basis — tracking platform usage data, support ticket volume and severity, NPS/CSAT signals, and stakeholder engagement frequency — and intervene proactively on accounts showing deterioration indicators in partnership with the Customer Success team. • Track and document competitive activity within the portfolio, including incumbent vendor relationships (Nuance/Microsoft, Google CCAI, Amazon Connect, Avaya, Genesys, Five9, NICE inContact), renewal timing of competing contracts, and displacement risks — feeding intelligence into the broader GTM strategy. • Gather field data and structured product feedback from every customer engagement and work directly with Product Management to channel insights into the long-term technical direction and development priorities of the Omilia platform. • Provide continuous knowledge transfer to the broader Sales team and newly hired Solutions Engineers — sharing technical insights, competitive positioning intelligence, and best practices for applying Omilia's portfolio to common customer challenges across US verticals. • Maintain Salesforce as the system of record for all account activity — keeping opportunity stages, close dates, ARR values, forecast categories, change request status, and next steps accurate and current at all times. • Travel within the United States & Canada (and occasionally to Omilia offices or customer sites internationally) up to 20% of the time to support QBRs, renewal negotiations, product demonstrations, and strategic account engagements.

• Role PurposeThe Director, Premier Account Executives leads and develops a high-performing team of Account Executives responsible for driving net-new revenue and expanding Mid-Market accounts across North America. • This role exists to translate Omilia's market vision into tangible pipeline and closed revenue within the premier segment — large enterprises in banking, healthcare, utilities, and insurance seeking to transform their customer experience through conversational AI. • The Director is accountable for the team's full-cycle sales performance, talent development, and the disciplined execution of Omilia's go-to-market strategy at the most strategic level of the business. • Revenue ownership & target delivery: Own and deliver the North American Premier segment annual recurring revenue target in full, with accountability spanning new logo acquisition, upsell, cross-sell, and renewal performance across the team's entire book of business. • Translate the annual target into quarterly and monthly sub-targets per AE, monitor attainment and pipeline coverage on a weekly cadence, and intervene decisively — through reallocation, deal support, or performance management — when trajectory deviates. • Provide the NA VP of Premier Sales with a clear, evidence-based view of where the team will land each quarter, never surprises. • Team architecture & talent strategy: Accountable for the overall composition, capability, and performance of the Premier AE team. • This includes defining the headcount model, leading end-to-end recruitment for open roles, structuring a rigorous onboarding programme that accelerates time-to-productivity, designing a coaching and development framework that raises the floor and ceiling of the entire team, and managing underperformance decisively and fairly. • Maintain a healthy internal succession pipeline so that no single departure creates a capability gap. • Go-to-market strategy & territory governance: Define, own, and continuously refine the Premier segment go-to-market approach for North America. • This includes account segmentation and tiering within Omilia's ICP (Mid-Market companies in banking, healthcare, utilities, and insurance), territory allocation across AEs, prioritisation of verticals and sub-segments by probability and deal size, and alignment of outbound coverage with Marketing's demand generation motion. • Review and update the territory model each quarter in response to market data, competitive shifts, and pipeline performance. • Executive deal sponsorship & commercial leadership: Act as the senior Omilia executive sponsor on all strategic new logo pursuits, major expansion plays, and at-risk renewals within the Premier segment. • Own the relationship with economic buyers and C-suite stakeholders in the most complex and highest-value opportunities.

Role Description We are seeking a Conversational AI application developer to join our Solution Delivery team. You will be part of a talented software team that delivers the latest in Conversational AI and Virtual Agent technologies, bringing advanced voice and chat-driven solutions to enterprises across the world. This position is fully remote and can be worked from any EU country. As part of that team, you will be trained on Omilia’s Cloud Platform (OCP) and gain an under-the-hood understanding of the technologies enabling conversational and agentic AI-driven, omnichannel human-system interactions: - Traditional NLU modeling - Generative AI capabilities - Autonomous agent workflows The successful candidate will contribute to the design and development of production-grade conversational, agentic AI systems, using Omilia’s technology suite. Tasks and responsibilities include: - Working with customers to analyze and understand business requirements - Designing the application in line with established usability principles and business requirements - Developing hybrid Conversational AI applications that blend agentic and deterministic, rule-based capabilities - Implementing and testing the semantic models and the conversation flow, leveraging rule-based, ML-based, and GenAI-based technologies made available on Omilia's Cloud Platform (OCP) - Preparing, augmenting, and annotating datasets for ML and agentic training - Executing model testing to assess performance - Developing semantic rules using dictionaries and regular expressions - Managing RAG knowledge base configuration - Prompt engineering - Using JavaScript to code application logic - Integrating Omilia applications with client systems via REST web services - Test-driven development, unit and regression testing - Analyzing real-life human-system dialogs using Omilia's Conversational Insights and analytics tools - Assessing overall system performance and identifying improvement opportunities - Closely working with customers and other team members to debug and troubleshoot issues - Testing early platform features to provide feedback - Communicating identified product improvement opportunities or partner/customer feedback to the product team for resolution - Supporting partners and customers, providing consultation on design and development practices - Assisting with issue resolution during day-2 operation - Engaging in continuous collaboration with team members, communicating problems effectively, and sharing insights Qualifications - Academic Degree in Computer Science, Computational Linguistics, Natural Language Processing, related field, or equivalent experience - Fluent in English and Greek - Excellent communication skills; customer-facing - Problem solving and engineering mindset - Knowledge of basic programming principles - Interest in or familiarity with Generative AI concepts (LLMs, prompt engineering, RAG) - Ambition, enthusiasm, and eagerness to learn - Aptitude for analytical and creative thinking, with sharp attention to detail - Well-organized for both team and/or solo assignments - Accountable within demanding deadlines Requirements - Experience with conversational automated dialog systems, either voice or chat-based - Experience in any other production-level NLU/NLP solutions - Experience with GenAI/LLM technologies: prompt engineering, or RAG - Familiarity with agentic AI frameworks or autonomous agent concepts - Any customer-facing experience in a corporate setting will be considered a plus - Experience with JavaScript and/or object-oriented programming (e.g. Java) - Experience consuming external systems such as web services and REST APIs - Experience with cloud contact center platforms - Experience with Git and CI/CD processes - Knowledge of bash scripting for automating SDLC internal tasks - Knowledge of Spanish, French and/or German Benefits - Fixed compensation - Long-term employment with 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 Company Description 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.

Role Description The Director, Premier Account Executives leads and develops a high-performing team of Account Executives responsible for driving net-new revenue and expanding Mid-Market accounts across North America. This role exists to translate Omilia's market vision into tangible pipeline and closed revenue within the premier segment — large enterprises in banking, healthcare, utilities, and insurance seeking to transform their customer experience through conversational AI. The Director is accountable for the team's full-cycle sales performance, talent development, and the disciplined execution of Omilia's go-to-market strategy at the most strategic level of the business. Qualifications - Preferably 2+ years of B2B sales experience - Proven track record of consistently achieving or exceeding revenue targets in a complex, multi-stakeholder SaaS or technology sales environment. - Experience selling into companies (up to 5,000 employees) in regulated verticals such as banking, insurance, healthcare, or utilities. - Deep understanding of enterprise CX technology, contact centre operations, or CCaaS/CPaaS markets. - Demonstrated ability to coach AEs through consultative, value-based, and MEDDIC/MEDDPICC-style sales methodologies. - Strong executive presence and the ability to engage credibly with C-suite and VP-level buyers. - Proficiency with CRM platforms (Salesforce) and strong forecast management discipline. Requirements - Experience selling conversational AI, virtual assistant, or NLU/NLP-based solutions. - Familiarity with Omilia's product portfolio (OCP, miniApps, Diamant, Pathfinder, Agentic Self-Learning). - Knowledge of enterprise compliance and security standards relevant to CX platforms (PCI-DSS, HIPAA, SOC 2, ISO 27001). - MBA or advanced degree. - Multilingual capability (Spanish an advantage for coverage of Latin American enterprise prospects). Benefits - Contribute actively and effectively as an integrated team member. - Act as an Omilia ambassador in all interactions.

Role Description The Director, Premier Account Executives leads and develops a high-performing team of Account Executives responsible for driving net-new revenue and expanding Mid-Market accounts across North America. This role exists to translate Omilia's market vision into tangible pipeline and closed revenue within the premier segment — large enterprises in banking, healthcare, utilities, and insurance seeking to transform their customer experience through conversational AI. The Director is accountable for the team's full-cycle sales performance, talent development, and the disciplined execution of Omilia's go-to-market strategy at the most strategic level of the business. Qualifications - Preferably 2+ years of B2B sales experience - Proven track record of consistently achieving or exceeding revenue targets in a complex, multi-stakeholder SaaS or technology sales environment. - Experience selling into companies (up to 5,000 employees) in regulated verticals such as banking, insurance, healthcare, or utilities. - Deep understanding of enterprise CX technology, contact centre operations, or CCaaS/CPaaS markets. - Demonstrated ability to coach AEs through consultative, value-based, and MEDDIC/MEDDPICC-style sales methodologies. - Strong executive presence and the ability to engage credibly with C-suite and VP-level buyers. - Proficiency with CRM platforms (Salesforce) and strong forecast management discipline. Requirements - Experience selling conversational AI, virtual assistant, or NLU/NLP-based solutions. - Familiarity with Omilia's product portfolio (OCP, miniApps, Diamant, Pathfinder, Agentic Self-Learning). - Knowledge of enterprise compliance and security standards relevant to CX platforms (PCI-DSS, HIPAA, SOC 2, ISO 27001). - MBA or advanced degree. - Multilingual capability (Spanish an advantage for coverage of Latin American enterprise prospects). Benefits - Contribute actively and effectively as an integrated team member. - Act as an Omilia ambassador in all interactions.

Role Description The Account Manager, NAM owns the commercial health and strategic growth of Omilia's enterprise customer portfolio across North America. Taking over assigned accounts approximately six months post go-live, the role drives net revenue retention, expansion, and long-term account value — acting as the primary point of contact, trusted advisor, and commercial engine for the region. The individual combines executive relationship depth with genuine technical fluency across Omilia's platform, operating across regulated NA verticals including banking, insurance, healthcare, and utilities. Success is measured by NRR, expansion ARR, customer health scores, and forecast accuracy. Accountabilities - Own end-to-end commercial accountability for an assigned portfolio of US enterprise accounts from approximately six months post go-live. - Serve as the primary point of contact and trusted advisor for assigned accounts. - Define, execute, and continuously refine account-level growth strategies. - Ensure the contracted scope of Omilia's platform is fully adopted and delivering measurable ROI. - Own the full renewal cycle for assigned accounts. - Drive a structured cross-sell and upsell motion across the portfolio. - Act as the commercial owner of all customer-initiated change requests. - Maintain forecasting integrity for the NA book of business. - Represent the NA market's commercial reality and customer perspective internally. - Protect and expand Omilia's competitive position within each account. Key Responsibilities - Assume dedicated account ownership for assigned customers approximately six months after their initial go-live date. - Articulate "Why Omilia" with authority. - Proactively engage with customers on a continuous basis. - Prepare and lead Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs). - Master the Omilia demo suite across the full product portfolio. - Act as a trusted technical advisor to customers. - Lead the preparation and delivery of business discussions and technical presentations. - Develop and maintain a comprehensive, living account plan for every named account. - Identify, qualify, and close expansion opportunities within the existing account base. - Manage the entire renewal process end-to-end for assigned accounts. - Serve as the commercial liaison for customer-initiated change requests. - Monitor account health on a continuous basis. - Track and document competitive activity within the portfolio. - Gather field data and structured product feedback from every customer engagement. - Provide continuous knowledge transfer to the broader Sales team. - Maintain Salesforce as the system of record for all account activity. Travel - Travel within the United States & Canada (and occasionally to Omilia offices or customer sites internationally) up to 20% of the time. Qualifications - Minimum 3 years of enterprise software account management, sales engineering, or technical sales experience. - Demonstrated track record of achieving or exceeding NRR and expansion ARR targets. - Technical fluency sufficient to deliver product demonstrations and engage in architecture-level conversations. - Deep familiarity with the enterprise sales motion. - Strong understanding of the NA enterprise landscape across regulated verticals. - Commercial acumen to structure, negotiate, and close multi-year enterprise SaaS agreements independently. - Ability to translate technical platform capabilities into business-outcome narratives. - Strong executive presence and communication skills. - Proficiency with Salesforce CRM. - Willingness and ability to travel up to 20% of the time. - Bachelor's degree in Business Administration, Engineering, Computer Science, Economics, or a related field. Nice to have - Direct experience with contact centre technology vendors. - Working knowledge of Omilia's platform. - Familiarity with conversational AI concepts. - Experience managing enterprise accounts within US financial services or healthcare systems. - Knowledge of US data privacy and AI governance frameworks. - Experience in a high-growth scale-up or Series B–D SaaS company. - Prior exposure to Gartner or Forrester analyst relations. Omilia Note - Contribute actively and effectively as an integrated team member. - Act as an Omilia ambassador in all interactions.

• Own the full lifecycle of ISO 27001, SOC 2 Type II, C5, PCI-DSS, and Cyber Essentials certifications: scoping, evidence library, audit coordination, management responses, and remediation tracking. • Own the GDPR operational compliance framework: DPIA process, LIA and TIA governance, RoPA maintenance, breach response documentation, and cross-border transfer mechanisms in collaboration with the DPO. • Maintain active compliance frameworks for DORA, NIS2, HIPAA, CCPA/CPRA, and the EU Data Act, maintaining current obligation tracking and client assurance artefacts. • Own breach and incident response governance end to end: process, regulatory notification decision support, Art. 33/34 documentation, and the regulatory notification register. • Drive control owner accountability without direct authority: translate regulatory obligation into business consequence, manage evidence deadlines, escalate where necessary. • Manage the ISMS evidence library, own the certification body relationship for ISO 27001 and C5. • Coordinate SOC 2 Type II readiness: TSC scoping, evidence collection, auditor engagement, report distribution, and management response drafting. • Maintain the RoPA, conduct DPIAs and LIAs, and manage data subject rights governance under GDPR. • Track and implement obligations under DORA, NIS2, HIPAA, CCPA/CPRA, EU Data Act, and Cyber Resilience Act as live regulatory requirements, not awareness items. • Coordinate BAA execution and PHI obligation documentation with Legal for healthcare accounts. • Run the compliance deliverable tracker; close loops on evidence collection without being managed. • Translate regulatory obligations into plain-language business impact and secure timely responses from technical and product stakeholders who do not report to this role. • Manage the end-to-end coordination of client compliance audits: evidence packs, management responses, findings remediation. • Maintain and administer the GRC automation platform, including uploading evidence and monitoring control status.