Location: Remote
Review, maintain, and enhance call routing solutions for the Enterprise Contact Center.
Develop and integrate Twilio APIs into the Customer Experience platform.
Design and implement call flows and routing rules using Twilio Studio, Functions, Programmable Voice, and TaskRouter.
Monitor, troubleshoot, and optimize call flows and performance metrics to ensure high availability and efficiency.
Create and maintain technical documentation, runbooks, and operational guidelines.
Utilize third-party monitoring tools such as Kibana and Splunk to identify and resolve platform issues.
Monitor and manage Service Accounts and SSL Certificate lifecycle, ensuring timely renewals.
Manage ServiceNow queues, providing timely resolution of assigned tickets within SLA.
Actively participate in Agile/Scrum ceremonies, collaborating with cross-functional teams to improve platform stability and customer experience.
Strong interest in understanding and learning the current customer experience platform setup.
Self-starter with the ability to work independently and proactively address issues.
5+ years of experience in Contact Center Engineering/Support.
At least 2 years of experience with any CCaaS solution (e.g., Twilio, AWS Connect, Genesys, etc.).
Proficiency in JavaScript or TypeScript for API integration.
Experience with adjunct system integrations (e.g., Aspect WFM, Calabrio Call Recording, Email/Social Media Management Suites).
Familiarity with ServiceNow, Kibana, Splunk, or similar monitoring and ITSM tools.
Prior or current hands-on experience with the Twilio Contact Center Platform.
Expertise in managing phone numbers, chat, and other channels within Twilio Programmable Voice/Chat.
Experience building Twilio Insights reports/dashboards for Contact Center reporting.
Knowledge of Agile development practices and DevOps (CI/CD pipeline, deployment automation)