Senior Twilio Solutions Engineer - Bilingual

Job Title:

Job Description

The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.

The Concentrix Technical Products and Services team is the driving force behind Concentrix’s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision.

Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.

Join us and be part of this journey towards greater opportunities and brighter futures.The ideal candidate will have deep knowledge of Genesys Cloud, integration architectures, customer experience technologies, cloud platforms, and AI-driven engagement solutions.

Key Responsibilities

Solution Design & Implementation

• Design and implement scalable customer engagement solutions using Twilio technologies.
• Lead technical solution design workshops with customers.
• Translate business requirements into technical architectures.
• Develop and implement omnichannel customer experience solutions.
• Participate in architecture reviews and technical governance processes.
• Create technical documentation, runbooks, and solution designs.

Development & Integration

• Develop, test, deploy, and maintain custom software solutions.
• Build integrations between Twilio and enterprise platforms.
• Develop REST API integrations and middleware components.
• Design and implement secure authentication and authorization mechanisms.
• Support platform upgrades, enhancements, and new feature deployments.

Managed Services & Support

• Provide production support for multiple customer environments.
• Troubleshoot incidents, service interruptions, and integration failures.
• Perform root cause analysis and implement corrective actions.
• Support SLA adherence and operational excellence initiatives.
• Drive continuous improvement of customer solutions.

Customer Engagement

• Act as a trusted technical advisor for customers.
• Participate in discovery workshops and technical consultations.
• Present technical recommendations and implementation approaches.
• Collaborate with client stakeholders and business teams.
• Contribute to effort estimations and solution proposals.

Required Qualifications

Professional Experience

• Minimum 3 years of hands-on experience with Twilio platform implementations.
• Experience supporting enterprise-level production environments.
• Experience participating in customer-facing consulting engagements.
• Experience delivering cloud-based contact center and customer engagement solutions.
• Experience working within Managed Services or Professional Services organizations is highly desirable.

Required Technical Skills

Twilio Platform Expertise

Strong hands-on experience designing, implementing, supporting, and troubleshooting:

• Twilio Flex
• Twilio Studio
• Twilio Functions
• TaskRouter
• Twilio Conversations
• Twilio Messaging
• Twilio Voice
• Twilio APIs
• Twilio Webhooks
• Flex Plugins
• Contact Center Routing and Queue Management

Required Implementation Experience

Demonstrated experience implementing and supporting:

• WhatsApp Business solutions
• SMS messaging solutions
• Voice and inbound/outbound telephony solutions
• Social Messaging channels including Facebook Messenger, Instagram, Web Chat, and related digital channels
• CRM integrations using Twilio
• Omnichannel customer engagement solutions
• AI-powered conversational experiences

Preferred CCaaS & Customer Experience Knowledge

• Digital customer engagement channels
• Contact center operations
• Agent routing strategies
• IVR design and customer journeys
• Conversational AI and automation solutions
• Customer self-service solutions

Software Development Skills

Strong proficiency in at least one of the following programming languages:

• Node.js (JavaScript)
• Python
• Java
• C# / .NET

Additional experience with:

• JavaScript frameworks
• Serverless development
• Event-driven architectures
• Backend service development
• API development and integrations

Cloud & Infrastructure Skills

Cloud Platforms

• Microsoft Azure (Preferred)
• AWS or Google Cloud (Desirable)

Cloud Architecture

• Cloud-native architectures
• Microservices architecture
• Distributed systems
• High availability designs
• Security best practices

DevOps & DevSecOps

• CI/CD pipelines
• Infrastructure as Code (IaC)
• Automated deployments
• Secure software development lifecycle
• DevSecOps practices

Source Control

• GitHub
• GitLab

Integration & API Expertise

Strong knowledge of:

• REST APIs
• Web Services
• JSON
• OAuth 2.0
• OpenID Connect
• API Security
• Enterprise Integration Patterns
• Middleware architectures
• Event-driven integrations

Telecommunications & Voice Technology

Required understanding of:

• SIP Protocol
• SIP Trunks
• SIP Headers
• Voice Routing
• Telephony Infrastructure
• Contact Center Voice Architecture
• Call Flows
• PSTN Concepts
• Voice Troubleshooting

AI & Automation Knowledge

Experience with:

• Conversational AI
• Chatbots
• Voicebots
• Generative AI solutions
• AI-assisted customer interactions
• Workflow automation
• Self-service experiences

Professional Competencies

Communication Skills

• Excellent verbal and written communication skills.
• Ability to explain technical concepts to both technical and non-technical audiences.
• Strong presentation and facilitation skills.

Customer Management

• Client-facing consulting experience.
• Stakeholder management capabilities.
• Requirements gathering and workshop facilitation.
• Customer relationship management.

Problem Solving

• Analytical thinking.
• Troubleshooting and root cause analysis.
• Critical decision-making.
• Continuous improvement mindset.

Education

Bachelor’s Degree in:

• Computer Science
• Software Engineering
• Systems Engineering
• Telecommunications Engineering
• Information Technology
• Related technical field

Location:

Language Requirements:

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