Customer Technical Enablement & Learning Specialist

About Omilia

Omilia is a global leader in Conversational AI, delivering human-like virtual customer care through state-of-the-art technology. Recognized as a Leader in the Gartner® Magic Quadrant™ for Enterprise Conversational AI Platforms, we help organizations design, build, and deploy advanced conversational applications at enterprise scale.

Our teams blend engineering, linguistics, design, and innovation, and our Academy team plays a central role in enabling customers and partners to become confident, capable Omilia developers.

About Omilia Academy

Omilia Academy is the learning and certification hub for customers and partners adopting the Omilia Cloud Platform.
We offer a rich library of self-paced courses, structured learning paths, and scheduled guided sessions that help trainees master real-world Conversational AI application development.

Our learning specialists act as both technical mentors and learning material creators, supporting learners while continually improving our course materials and learning products.

About the Role

We’re looking for a Customer Technical Enablement & Learning Specialist who combines strong software development literacy with excellent communication skills. This is not a generic training role, it requires someone who can understand application logic, troubleshoot technical issues, and guide learners toward best-practice implementation.

You will lead live guided sessions for our enterprise clients and implementation partners, support trainees as they build applications on our platform, and contribute directly to the creation and improvement of Academy courses.

Your Responsibilities

1. Guided Learning & Trainee Support

• Deliver engaging live checkpoint sessions for groups progressing through our learning paths.
• Review trainee progress and clarify concepts across Natural Language Understanding, application development, testing, analytics, and platform configuration.
• Help learners troubleshoot issues with application logic, variables, error handling, conditions, and configuration settings.
• Offer structured guidance that keeps trainees on track toward their certification goals.
• Create a supportive, encouraging learning environment that empowers participants to succeed.
  

2. Technical Troubleshooting & Best-Practice Guidance

• Diagnose trainee errors, unexpected behaviors, configuration issues, and logic flaws.
• Demonstrate systematic troubleshooting methods and guide learners to the root cause.
• Share practical examples of best practices in design, modelling, development, and testing.
• Elevate learners’ technical maturity by reinforcing sound engineering principles throughout the training journey.
  

3. Course Creation & Content Maintenance

You will collaborate closely with the Academy team to ensure our learning content remains accurate, modern, and effective.

Responsibilities include:

• Designing and building new courses (self-paced modules, labs, quizzes, and practice tasks).
• Updating existing courses based on platform changes, internal reviews, or trainee feedback.
• Ensuring clarity, instructional quality, and alignment with platform best practices.
• Creating examples, scenarios, and exercises that reflect real-world usage.
• Contributing to learning paths and certification content.
• Reviewing LMS analytics to identify content improvement opportunities.
  

This is a hands-on instructional design responsibility, not just editing slides, but helping shape the entire learning experience.

4. Collaboration & Continuous Improvement

• Work closely with Academy colleagues, product experts, and engineering teams to ensure content accuracy.
• Share insights from trainee sessions to improve course flow, examples, and explanations.
• Stay current with new platform capabilities and incorporate them into both training and course content.
• Participate in internal QA of new courses, labs, or assessments before release.

Requirements

Technical Skills

We are seeking someone with real software development literacy, even if their past roles were hybrid or training-focused.

Must have:

• 2+ years in a technical training role OR hands-on application development / software engineering OR customer support role.
• Strong understanding of core programming concepts:
• Variables, data structures
• Conditional logic, branching, loops
• Functions, reusability
• Error / exception handling
• Debugging and structured troubleshooting
• Ability to read, reason about, and explain application logic and system behavior.
• Comfort analyzing error messages, logs, or workflow issues to guide trainees.

Training & Communication Skills

• Clear, engaging communication, comfort in leading live sessions.
• Ability to simplify concepts without oversimplifying the underlying logic.
• Strong written/spoken English, suitable for course creation and documentation.

Nice to Have

While not mandatory, the following would make you stand out:

• Experience
• Teaching or mentoring adult learners in technical topics.
• Conversational AI
• Experience with NLU, intent design, or conversational application development.
• CTI & Omnichannel Technologies
• Familiarity with platforms such as Genesys, NICE, RingCentral, etc.
• Scripting & Technical Exposure
• JavaScript literacy (core JS logic, not UI frameworks).
• Experience with APIs, JSON, or cloud environments.
• Learning Design
• Experience with tools like Articulate Rise/Storyline or similar authoring tools.

Prior work with LMS platforms.

What You Bring:

• A passion for helping developers grow through hands-on learning.
• Curiosity and the ability to learn new platform features quickly.
• A structured, patient teaching approach.
• A team mindset and desire to contribute to a high-quality learning ecosystem.

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.