Senior Twilio Solutions Engineer - Bilingual

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Job Title:Senior Twilio Solutions Engineer - Bilingual Job DescriptionWe're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.

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SalesSales Engineer

Job Title:

Senior Twilio Solutions Engineer - Bilingual

Job Description

We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.

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.

Responsibilities

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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.

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.

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.

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.

Requirements

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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.

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

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

Nice to Have

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

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

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

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

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

GitHub
GitLab

Strong knowledge of:

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

Required understanding of:

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

Experience with:

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

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