Location: On-site / Hybrid
Employment Type: Contract
Department: IT Customer Experience
Reports To: Project Manager
Job Summary:
We are seeking an experienced Twilio Flex Consultant to lead the design, customization, and deployment of Twilio Flex as part of our next-generation customer engagement platform. You will work closely with cross-functional teams including IT, Operations, and Customer Support to create a flexible,
scalable, and high-performance contact center solution.
Key Responsibilities:
1. Lead the implementation and customization of Twilio Flex, including UI/UX changes using React and Flex Plugins.
2. Design and develop workflow automation and task routing using Twilio TaskRouter.
3. Integrate Twilio Flex with third-party platforms such as CRMs (Salesforce, HubSpot), ticketing systems (Zendesk), analytics tools, and internal APIs.
4. Collaborate with stakeholders to gather requirements, define success criteria, and translate business needs into technical solutions.
5. Configure and maintain omnichannel communication (voice, chat, SMS, WhatsApp, etc.) within Flex.
6. Ensure best practices for security, data protection, and compliance are followed throughout the solution lifecycle.
7. Create and maintain technical documentation, including architecture diagrams, configuration details, and user guides.
8. Provide ongoing support, troubleshooting, and performance optimization for the deployed Flex solution.
9. Train internal teams and help transition knowledge for long-term support.
Required Qualifications:
1. Proven experience implementing Twilio Flex in production environments.
2. Strong proficiency in JavaScript, especially React.js (Flex is React-based).
3. Experience with Twilio APIs, TaskRouter, Studio Flows, and Flex Plugin Framework.
4. Familiarity with RESTful APIs, webhooks, and cloud integrations.
5. Experience working with CRMs, databases, and third-party APIs.
6. Solid understanding of contact center operations and customer experience best practices.
7. Excellent communication skills with the ability to work with technical and non-technical stakeholders.
8. Comfortable working in Agile or DevOps environments.
Preferred Qualifications:
1. Twilio certifications or official Twilio training.
2. Background in deploying enterprise-grade contact centers.
3. Experience with AWS, GCP, or Azure for hosting and DevOps pipelines.
4. Familiarity with CI/CD tools, Git, and cloud infrastructure-as-code (e.g., Terraform).
5. Understanding of compliance frameworks like GDPR, HIPAA, SOC 2.
What We Offer:
6. Competitive compensation and performance-based incentives
7. Flexible work arrangements (remote/hybrid)