Job Summary

Client is seeking a skilled Twilio Flex Engineer/Architect to design, develop, and support enterprise-grade contact center solutions using Twilio Flex. The ideal candidate will have strong experience in cloud contact center technologies, IVR/workflow orchestration, integrations, APIs, and omnichannel customer engagement platforms.

This role will work closely with business stakeholders, architects, and engineering teams to build scalable, secure, and highly available customer service solutions.

Key Responsibilities

• Design and implement Twilio Flex contact center solutions
• Configure and customize Twilio Flex UI, workflows, task routing, and agent experiences
• Develop IVR solutions, call flows, chat, SMS, and omnichannel communication capabilities
• Integrate Twilio Flex with enterprise systems such as Salesforce, ServiceNow, CRM platforms, and backend APIs
• Build and maintain Twilio Studio flows, Functions, TaskRouter workflows, and Flex plugins
• Implement authentication, security, and role-based access controls
• Troubleshoot production issues, optimize performance, and improve platform reliability
• Collaborate with product owners, business users, and technical teams to gather requirements and deliver scalable solutions
• Support CI/CD deployments and cloud-based architecture best practices
• Ensure compliance with enterprise security and operational standards

Required Skills

• Strong hands-on experience with Twilio Flex
• Experience with Twilio Studio, TaskRouter, Twilio Functions, and Flex Plugins
• Strong JavaScript/TypeScript experience
• Experience with Node.js and REST APIs
• Knowledge of IVR, call routing, voice, chat, SMS, and omnichannel platforms
• Experience integrating contact center platforms with CRM systems such as Salesforce
• Understanding of cloud architecture and microservices
• Experience with Git, CI/CD pipelines, and Agile methodologies
• Strong troubleshooting and production support skills

Preferred Skills

• Experience with contact center platforms such as Genesys, Amazon Connect, NICE CXone, or Five9
• Experience with AWS/Azure cloud services
• Knowledge of OAuth, JWT, SSO, and enterprise authentication
• Experience with analytics/reporting tools and contact center metrics
• Healthcare or pharma industry experience preferred

Nice to Have

• Twilio certifications
• Experience with conversational AI/chatbots
• Experience with real-time integrations and event-driven architectures
• Exposure to AI-powered customer engagement solutions