Twilio Flex Solutions Engineer

Job Summary: 

We are seeking an experienced Twilio Flex Solutions Engineer to serve as the core technical expert responsible for designing, configuring, extending, and deploying the Twilio Flex Agent Desktop as an enterprise live-agent platform.

The role will focus on building seamless AI-to-human escalation experiences for guest messaging and digital chat, integrating upstream AI agentic orchestration with live contact center agents. The engineer will be responsible for Twilio Flex customization, Flex UI plugin development, intelligent TaskRouter workflows, CRM and guest-context integrations, APIs, and automated multi-environment deployments.

The ideal candidate combines strong software engineering capabilities with hands-on expertise in Twilio Flex and cloud-based contact center solutions.

Required Skills:

• Strong hands-on experience with Twilio Flex implementation and customization.
• Strong experience developing Twilio Flex UI plugins.
• Hands-on experience with Twilio TaskRouter, including routing workflows, queues, worker attributes, and skills-based routing.
• Strong development experience with JavaScript/TypeScript and React for Flex UI customization.
• Experience with Twilio Conversations, Messaging, APIs, webhooks, and related Twilio capabilities.
• Strong understanding of REST APIs, JSON, authentication, API integrations, and event-driven architecture.
• Experience integrating Flex with CRM and customer/guest-profile platforms.
• Experience implementing digital chat and messaging-to-live-agent escalation workflows.
• Experience developing integrations between AI/chatbot platforms and contact center solutions.
• Good understanding of CI/CD, Git, automated deployments, environment management, and DevOps practices.
• Experience troubleshooting distributed systems, integrations, messaging flows, and production issues.