Five9 / Twilio Developer

Five9 / Twilio Developer

Employer: Cognizant. **Five9 / Twilio Developer** **Role Overview** We are seeking a **Five9 / Twilio Developer** to develop the design, implementation, and optimization of cloud-based contact center solutions. This role requires a strategic mindset combined with strong technical leadership to architect scalable, secure, and high-performing customer engagement platforms. **Work Model** We strive to provide flexibility wherever possible. Based on this role’s business requirements, **this is a remote position** open to qualified applicants in Chicago-IL. Regardless of your working arrangement, we are here to support a healthy work-life balance though our various wellbeing programs. **Key Responsibilities** • Design and develop custom Twilio Flex plugins using React and the Flex Plugin Builder framework • Configure and extend Twilio TaskRouter for intelligent routing, queuing, and worker management • Build and maintain Twilio Studio flows for IVR, chatbot, and self-service workflows • Integrate Twilio Flex with CRM systems (Salesforce, ServiceNow, etc.) via REST APIs and Flex UI components • Develop custom components, dialpad UIs, agent desktops, and supervisor dashboards within Flex • Configure SIP trunking, PSTN, and number management within Twilio Console and Programmable Voice • Implement omnichannel capabilities including voice, SMS, WhatsApp, webchat, and email • Design and implement DTMF and speech-recognition IVR menus using Twilio Programmable Voice and Studio • Write unit and integration tests for Flex plugins and Twilio Functions **1. Contact Center Solution Design** + Design end-to-end **Five9 VCC contact center solutions** aligned with business and compliance requirements + Develop **High-Level and Low-Level Design (HLD/LLD)** documentation + Design **secure integrations** with CRM systems, APIs, and backend platforms + Ensure **high availability, resiliency, and disaster recovery standards** **2. Installation & Implementation** + Lead deployment and confi