Specialist Twilio Flex (Contact Center Engineering)
Specialist Twilio Flex (Contact Center Engineering)
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Job Description
Specialist Twilio Flex
Role Type: Fixed Term Contract with Talpro
Experience: 10 years
Locations: Gurgaon Noida Chennai Mumbai Pune Bangalore Trichy Ahmedabad
Shift: 3:30 PM IST 12:30 AM IST
Compensation: Up to 192000/- pm
Joining: Immediate Joiners Only
Role Overview
We are seeking a seasoned Specialist Twilio Flex to design build and scale modern cloud contact center capabilities. You ll lead architecture development and optimization of IVR/ACD/Dialer workflows integrate with enterprise systems and apply AI to improve customer/agent experiences and operational efficiency.
Key Responsibilities
Architecture & Build: Design customize and extend Twilio Flex (cloud contact center) using ReactJS and Twilio APIs (e.g. TwiML Studio Task routing).
Omnichannel Flows: Implement and optimize IVR ACD Dialer workflows; enable voice chat SMS and digital channels; ensure high availability resiliency and DR readiness.
AI Enablement: Incorporate AI/NLU for conversational IVR agent assist intent detection and analytics; partner with data/AI teams to productionize models.
Enterprise Integration: Integrate Flex with CRMs ticketing/WFM and data platforms; build backend services eventing and data pipelines (where required).
Performance & Reliability: Drive capacity planning observability (logging metrics tracing) and performance tuning; lead incident response and root cause analysis.
Security & Compliance: Enforce best practices across identity/SSO secrets PII handling call recording/redaction and regulatory needs.
Delivery & Stakeholder Mgmt: Work in Agile; manage roadmaps sprint goals and cross functional stakeholders; mentor engineers and uphold engineering excellence.
Must Have Skills
Twilio Flex (Cloud platform) hands on design development customization and administration
ReactJS HTML/CSS building/extending Flex UI and components
Applications Development end to end SDLC CI/CD code quality testing
AI practical application of AI/ML/NLU in contact center use cases
Secondary / Desired Skills
Cisco contact center stack with CVP Call Studio / ICM scripting CUCM
SQL Python for integrations data handling and automation
Exposure to broader CCaaS/telephony ecosystem: Genesys Alvaria/Aspect AWS NICE/INContact Five9 Nuance Twilio (TwiML Studio & Flex) BrightPattern WFM systems
Additional Experience We Value
Proven optimization of telephony IVR ACD & Dialer systems processes and staffing using modern methods and tooling
Design deployment and management of Telephony Call Center & AI technologies at enterprise scale
Building secure scalable integrations and reusable frameworks; strong documentation and stakeholder communication
Qualifications
Bachelor s degree in Computer Science Engineering or related field (or equivalent experience)
10 years of software development with significant recent Twilio Flex and ReactJS experience
Strong foundation in systems design distributed systems APIs and cloud services
Comfort operating in late afternoon to midnight IST shift and partnering with global teams
What s in It for You
Opportunity to lead cloud contact center modernization on a marquee platform
Work with an ecosystem spanning Twilio enterprise CCaaS/WFM/AI
Specialist Twilio Flex
Employment Type
Full Time
