Senior Twilio Solutions Engineer - Bilingual
Concentrix · São Paulo, SP, BR
**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. * Troubleshoo