Software Engineer - Twilio

We are seeking a hands-on engineer to join our growing team. In this role, you will navigate the intersection of routine operational maintenance and strategic brand project work. You will be tasked with triaging intricate Twilio-related hurdles, often requiring deep-dive technical diagnostics while simultaneously architecting new features and communication flows for our enterprise brand partners. By leveraging your technical expertise, you will transform ambiguous bug reports into definitive programmatic solutions, ensuring our communications ecosystem remains robust and intuitive for every agent and end customer.

Responsibilities;

• Brand Feature Delivery: Build, test, and roll out new multi-channel communication flows (Voice, SMS, Email, Webchat) and custom Twilio Flex UI capabilities for new and existing brand partner integrations.
• Frontend and Plugin Engineering: Modify and optimise our agent interfaces using JavaScript, React, and Redux (specifically building and debugging Twilio Flex plugins) to fix state mismatches, layout issues, or workflow bottlenecks.
• Operational Diagnosis: Investigate dropped calls, API timeouts, routing failures, and UI glitches, frequently navigating gaps in vendor documentation using deep-dive Twilio tooling, browser console logs, and observability tools like AWS CloudWatch.
• Agent and Vendor Liaison: Act as the first line of technical defence for internal contact centre agents, translating operational pain points into structured development tasks. When vendor-side issues arise, confidently liaise with Twilio support and third-party vendors to drive fast resolution.
• Response Coordination: Collaborate with senior engineers, analysts, and cross-functional teams to resolve production incidents effectively and efficiently
• Contact Centre Optimisation: Maintain and optimise our Twilio contact centre environment, ensuring voice, email, webchat, and routing tools operate seamlessly across all partner brands.
• Safe Code Deployment: Manage Flex plugin versioning, feature flags, Git branching, and CircleCI pipeline management to push hotfixes and updates smoothly without disrupting active agent operations.

Requirements:

• Minimum 2 years of professional engineering experience working heavily with REST APIs, event-driven architectures, and modern frontend frameworks, with a specific focus on contact centre or communications environments (like Twilio Flex).
• Strong track record of balancing reactive troubleshooting with active project delivery under fast-paced conditions.
• Excellent interpersonal and English communication skills; you are comfortable listening to non-technical support agents and translating technical concepts clearly to both end-users and third-party vendor engineers.
• Familiarity with software tooling and techniques including Git, WebRTC, Service Desk tools, AWS, and Terraform.

Technical Skills Required:

• Twilio Enterprise Suite: Deep understanding of Twilio Flex, TaskRouter (queues, attributes, routing rules), Studio (IVR and interaction flows), Flex Insights, and Webhook execution. Hands-on experience with Twilio CLI, Flex Plugin CLI, and Twilio Functions (Serverless/Node.js runtime).
• JavaScript / React / Redux: Strong proficiency in modern JavaScript, Node.js, and React/Redux for maintaining state management and debugging custom UI components and plugin architectures.
• Telephony and Network Debugging: Understanding of WebRTC, audio quality metrics (packet loss, jitter), and browser-level media permissions troubleshooting.
• API Tooling and Observability: Proficiency with API client tooling (Postman, Insomnia, cURL), scripting (Bash, Node), browser developer tools, and observability platforms (e. g., AWS CloudWatch) to trace asynchronous errors
• Security and Compliance: Awareness of contact centre data standards, including PII and PCI handling, secure call recording rules, and web security best practices (CORS, tokens, authentication flows).