Job Description :
Contact Center Engineering Support Resources Responsibilities Review and maintain call routing solutions in place for supporting Enterprise Contact Center.Develop and integrate Twilio APIs into Customer Experience platform.Build Call flows and routing rules using Twilio Studio, Functions, Programmable Voice, and TaskRouter.Monitor, troubleshoot and optimize call flows and performance metrics.Create technical documentation and runbooks necessary for smooth operation of the Customer Experience platform.Monitor and manage third party monitoring platforms like Kibana and Splunk, to identify and resolve issues within the Twilio platform.Be responsible for monitoring/maintaining Service Account and SSL Certificate lifecycle and perform renewal activities in a timely manner.Manage ServiceNow queues and respond/resolve assigned tickets with SLAs.Be a part of the existing Agile/Scrum team and willing to follow Scrum ceremonies for efficient operation of the team and platform. Required Skills Keen interest in learning the existing setup of the current customer experience platform.Ability to work with minimal supervision and have a proactive approach to problem solving.5+ years of experience in the Contact Center Engineering/Support field.