Jobs → Engineering → Contact Center Platform Engineer

About the Role We are looking for an experienced Contact Center Platform Engineer with strong hands-on expertise in Twilio Flex, enterprise integrations, cloud technologies, and full-stack development. This role focuses on designing, developing, and enhancing enterprise contact center solutions. Key Responsibilities • Maintain and enhance Workato and MuleSoft APIs and middleware integrations • Design event-driven integration patterns and improve system reliability • Implement SSO using SAML and Azure AD FS, including session management • Develop and support Twilio Flex solutions, including TaskRouter, Twilio Functions, IVR, and Conversational Intelligence • Support Twilio Studio and IVR orchestration workflows • Integrate enterprise LLM and Voice AI capabilities with Twilio Flex • Apply prompt engineering and appropriate speech/DTMF interaction patterns • Build reporting solutions for operational analytics, auditing, and journey tracking • Develop and manage AWS services, including Lambda, Kinesis, CloudFront, load balancing, and capacity planning • Work with container platforms such as OpenShift • Develop configuration and agent-facing applications using React, Node.js, and TypeScript • Build UI components using Twilio Paste or similar design systems Requirements • Strong hands-on experience with Twilio Flex • Experience with TaskRouter, Twilio Functions, IVR, and Studio • Strong full-stack development skills: React, Node.js, and TypeScript • Enterprise middleware integration experience with Workato, MuleSoft, or similar platforms • AWS experience with Lambda, Kinesis, CloudFront, and load balancing • Experience with SSO, SAML, and identity providers such as Azure AD FS • Knowledge of OpenShift or equivalent container platforms • Understanding of enterprise LLM, Voice AI, and prompt engineering • Strong experience building APIs, integrations, and scalable cloud-based solutions