Senior Twilio Solutions Engineer - Bilingual

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.
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.
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