Senior Twilio Solutions Engineer - Bilingual

Concentrix Brasil Terceirizacao de Processos Servicos Administrativos e Tecnologia Empresarial Ltda; São Paulo; Presencial; BRL 180 000 - 240 000; Tempo integral

Resumo da oferta

Concentrix Brasil Terceirizacao de Processos Servicos Administrativos e Tecnologia Empresarial Ltda in São Paulo, Brazil, seeks a Senior Twilio Solutions Engineer to design and implement scalable customer engagement solutions using Twilio technologies. You will lead technical workshops, translate business requirements into architectures, and support integrations in enterprise environments.

The role requires hands-on Twilio experience, cloud-based contact center delivery, and experience in

Qualificações

• 3+ years hands-on Twilio platform implementation.
• Experience supporting enterprise production environments.
• Experience delivering cloud-based contact center solutions.
• Experience in Managed Services or Professional Services is desirable.

Responsabilidades

• Design and implement scalable customer engagement solutions using Twilio.
• Lead technical solution design workshops with customers.
• Translate business requirements into technical architectures.
• Provide production support and troubleshoot incidents.

Conhecimentos

Twilio Platform

Solution design

Customer engagement

REST APIs

Formação académica

Bachelor’s Degree in Computer Science

Ferramentas

Twilio Studio

GitHub

Azure

Descrição da oferta de emprego

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.

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

Additional experience with:

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
• 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

BRA SAO PAULO Rua Tagipuru, 906 Barra Funda

Language Requirements

Time Type: Full time

Mission

Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries. Company Overview: We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human-centered, tech-powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s…… designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who designbrand-defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future.

Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.