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.
