Contact Center Platform Engineer/Architect (Twilio Flex / Integrations)

Contact Center Platform Engineer/Architect (Twilio Flex / Integrations)

Location: Remote

C2C or W2

Summary

Own and evolve the enterprise contact-center platform spanning Twilio Flex, IVR/orchestration, middleware integrations, cloud services, and agent-facing UI. This role bridges telephony, APIs, identity, AI capabilities, and reporting so member, provider, and billing journeys work end-to-end.

What you'll do

• Maintain and extend existing Workato and MuleSoft APIs/middleware for member, provider, billing, and related domains
• Design and implement event-friendly integration patterns and improve reliability across services
• Implement and support SSO (SAML) with Azure AD FS, including session management for web experiences
• Build and operate Twilio Flex solutions, including TaskRouter, existing IVR journeys, Twilio Functions, and Conversational Intelligence
• Contribute to Studio (or equivalent orchestration) where journey changes require platform support
• Evaluate and integrate platform-native / approved enterprise LLM and voice-AI components compatible with Flex; apply speech/DTMF appropriately based on journey risk; apply strong prompt engineering practices
• Deliver data and reporting that supports operations, auditability, and journey analytics
• Develop and operate AWS services (container and/or serverless per enterprise standards), including Kinesis, Lambda, load balancing, and capacity planning; work with OpenShift where required
• Build configuration/admin UIs and agent/member-facing experiences with React, Node.js, TypeScript, Twilio Paste, and CloudFront

What you'll bring

• Strong full-stack skills: React / Node.js / TypeScript, plus solid UI craft (Twilio Paste or similar design systems a plus)
• Hands-on experience with Twilio Flex and related contact-center building blocks (TaskRouter, Functions; Studio/IVR familiarity preferred)
• Integration experience with enterprise middleware (Workato, MuleSoft, or similar) across business domains
• Cloud experience on AWS (Lambda, Kinesis, CloudFront, capacity/load planning) and comfort with container platforms (OpenShift or equivalent)
• Working knowledge of SSO/SAML and identity providers (Azure AD FS preferred)
• Interest or experience with enterprise LLM / voice-AI patterns, including prompt engineering and speech/DTMF UX constraints
• Ability to work across platforms end-to-end-one person owning integration, telephony/orchestration, cloud, UI, and reporting

Nice to have

• Prior ownership of production IVR/Studio flows
• Conversational Intelligence or similar call analytics tooling
• Experience introducing AI into regulated or high-risk customer journeys

How this role is scoped

This is a cross-cutting platform role, not a single-stack specialist job. Success means shipping reliable journeys across middleware, Flex/IVR, identity, cloud, UI, and reporting-with growing ownership of SSO and enterprise AI capabilities.