Job Title: Twilio Flex Solutions Engineer

Location: Remote,IN

Duration: 12 months 

Bill Rate: $75/hour (C2C)

Job Type: W-2, 1099, C2C

Client: To Be Discussed Later

Work Authorization: US Citizen, Green Card, OPT-EAD, CPT, H-1B, H4-EAD, Other

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.

Key Responsibilities:
Twilio Flex Engineering & Customization:

•            Design, configure, customize, and deploy Twilio Flex Agent Desktop for enterprise contact center operations.

•            Develop and maintain custom Flex UI plugins to enhance agent workflows and user experience.

•            Build reusable UI components, agent actions, notifications, and contextual experiences within the Flex desktop.

•            Configure Flex capabilities to support guest messaging, digital chat, and live-agent engagement channels.

•            Troubleshoot complex Flex UI, routing, integration, and production issues.

AI-to-Human Escalation:

•            Design and implement end-to-end escalation pathways between AI-driven conversational experiences and human contact center agents.

•            Integrate upstream AI agentic orchestration layers with Twilio Flex to enable intelligent live-agent handoffs.

•            Ensure conversation history, guest information, intent, authentication status, and relevant interaction context are transferred to the live agent during escalation.

•            Develop escalation logic based on business rules, guest requests, AI confidence, exceptions, or other defined triggers.

•            Support seamless transitions between automated and human-assisted customer experiences.

TaskRouter & Intelligent Routing:

•            Architect and configure advanced Twilio TaskRouter workflows for intelligent routing and task distribution.

•            Configure workers, queues, skills, attributes, priorities, routing rules, and escalation paths.

•            Implement skills-based and context-aware routing strategies to connect guests with the appropriate agents.

•            Optimize routing workflows to improve agent utilization, response times, and customer experience.

•            Diagnose and resolve routing, queue, and task-assignment issues.

API & Enterprise Integrations:

•            Design and implement integrations between Twilio Flex and CRM, guest-profile, messaging, identity, and enterprise backend systems.

•            Develop API-driven solutions to retrieve and display relevant guest context within the Flex Agent Desktop.

•            Integrate conversation history and customer/guest attributes into agent workflows.

•            Work with REST APIs, webhooks, event-driven services, and secure integration patterns.

•            Collaborate with upstream and downstream engineering teams to define interface contracts and integration requirements.

DevOps & Deployment Automation:

•            Establish automated CI/CD pipelines for Twilio Flex plugins, configurations, and supporting services.

•            Manage deployment processes across development, QA, staging, and production environments.

•            Implement versioning, release management, configuration management, and rollback strategies.

•            Support automated testing and deployment validation to improve release quality and reliability.

•            Ensure environment-specific configurations and credentials are managed securely.

Engineering, Security & Operational Excellence:

•            Participate in solution architecture, technical design, code reviews, testing, and production-readiness activities.

•            Implement secure authentication and authorization patterns for integrations.

•            Follow enterprise standards for security, privacy, observability, logging, monitoring, and error handling.

•            Monitor solutions, troubleshoot production incidents, perform root-cause analysis, and drive corrective actions.

•            Create technical documentation covering architecture, configuration, integrations, deployment procedures, and operational support.

•            Identify opportunities to improve platform scalability, resilience, maintainability, and agent experience.

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.