Twilio Flex Developer / Contact Center Engineer

About the Role:Twilio Flex Developer/ Contact Center Engineer to design, build, and optimize our customer engagement platform using Twilio Flex and Twilio Studio. This role will focus on improving contact center workflows, developing IVR systems, optimizing configurations, and enabling robust operational reporting.

Key Responsibilities

●     Twilio Platform Development

●     Configure and optimize Twilio Flex for contact center operations.

●     Design, build, and maintain workflows using Twilio Studio.

●     Develop and enhance IVR (Interactive Voice Response) systems to improve customer routing and automation.

●     Optimize Flex configuration for performance, reliability, and scalability.

Workflow & Automation

●     Implement routing logic, call flows, and messaging workflows.

●     Integrate Twilio services with internal systems (CRM, ticketing platforms, and data systems).

●     Automate processes to improve customer support efficiency.

Reporting & Analytics

●     Build and maintain robust reporting dashboards for Customer Support Head.

●  Track metrics such as call volume, resolution times, agent productivity, and customer experience indicators.

●     Provide insights and recommendations for operational improvements.

●     Explore and implement AI-driven solutions.

Platform Optimization

●     Identify performance bottlenecks and optimize Flex/Studio configurations.

●     Maintain system reliability, scalability, and security.

●     Support continuous improvements of customer interaction workflows.

Collaboration

●     Work closely with Product, Customer Operations, and Engineering teams.

●     Provide technical guidance on best practices for Twilio-based contact center architecture.

Requirements

●     3+ years of experience working with Twilio or similar contact center platforms.

●     Prior experience optimizing customer support or contact center operations.

●     Hands-on experience with Twilio Flex configuration and development.

●     Strong experience building workflows in Twilio Studio.

●     Experience designing and implementing IVR systems.

●     Ability to create operational and performance reporting for contact center systems.

●     Experience with APIs, integrations, and automation. Preferred Technical Background

●     Experience in JavaScript / Node.js for Twilio functions.

●     Experience in Ruby for implementing changes in Twilio Studio.

●     Familiarity with contact center architecture and telephony concepts.

●    Experience integrating Twilio with CRM or helpdesk systems.

● Experience integrating Twilio with AI tools to enhance customer service efficiency and automate tedious tasks.