Twilio Flex Developer / Contact Center Engineer
Vị trí thuộc công ty Dwarves Foundation, làm việc từ xa tại Việt Nam, giờ hành chính từ 09:00 đến 18:00 các ngày trong tuần. Bạn sẽ chịu trách nhiệm phát triển, tối ưu và xây dựng quy trình tổng đài, hệ thống IVR trên nền tảng Twilio Flex và Twilio Studio, đồng thời tích hợp với hệ thống CRM, xây dựng dashboard báo cáo và tối ưu hiệu quả vận hành trung tâm chăm sóc khách hàng. Lương thỏa thuận.
Yêu cầu từ 3 năm kinh nghiệm về Twilio hoặc các nền tảng tổng đài tương tự, thành thạo Twilio Flex/Studio, có kỹ năng với APIs, Node.js/JavaScript (ưu tiên biết Ruby). Ưu tiên ứng viên có kinh nghiệm tự động hóa, tích hợp contact center với CRM, hiểu về hệ thống tổng đài và tối ưu vận hành.
About Dwarves Foundation
Founded in 2015, Dwarves Foundation is a research-focused technology firm.
Dwarves and their partners help companies build & ship top-notch software, provide staffing services and invest in people that build next favorite things.
We're growing the next future of tech and we'd like your help to get there.
Position: Twilio Flex Developer / Contact Center Engineer
Company: Dwarves Foundation · Vietnam (Remote)
Working time: 09:00 AM – 06:00 PM (Monday – Friday)
Salary: Negotiable
About the Role: Twilio Flex Developer/ Contact Center Engineer to design, build, and optimize our customer engagement platform using Twilio Flex and Twilio Studio. This role will focus on improving contact center workflows, developing IVR systems, optimizing configurations, and enabling robust operational reporting.
Key Responsibilities
- Twilio Platform Development
- Configure and optimize Twilio Flex for contact center operations.
- Design, build, and maintain workflows using Twilio Studio.
- Develop and enhance IVR (Interactive Voice Response) systems to improve customer routing and automation.
- Optimize Flex configuration for performance, reliability, and scalability.
- Workflow & Automation
- Implement routing logic, call flows, and messaging workflows.
- Integrate Twilio services with internal systems (CRM, ticketing platforms, and data systems).
- Automate processes to improve customer support efficiency.
- Reporting & Analytics
- Build and maintain robust reporting dashboards for Customer Support Head.
- Track metrics such as call volume, resolution times, agent productivity, and customer experience indicators.
- Provide insights and recommendations for operational improvements.
- Platform Optimization
- Identify performance bottlenecks and optimize Flex/Studio configurations.
- Maintain system reliability, scalability, and security.
- Support continuous improvements of customer interaction workflows.
- Collaboration
- Work closely with Product, Customer Operations, and Engineering teams.
- Provide technical guidance on best practices for Twilio-based contact center architecture.
Requirements
- 3+ years of experience working with Twilio or similar contact center platforms.
- Prior experience optimizing customer support or contact center operations.
- Hands-on experience with Twilio Flex configuration and development.
- Strong experience building workflows in Twilio Studio.
- Experience designing and implementing IVR systems.
- Ability to create operational and performance reporting for contact center systems.
- Experience with APIs, integrations, and automation.
Preferred Technical Background
- Experience in JavaScript / Node.js for Twilio functions.
- Experience in Ruby for implementing changes in Twilio Studio.
- Familiarity with contact center architecture and telephony concepts.
- Experience integrating Twilio with CRM or helpdesk systems.
- Experience integrating Twilio with AI tools to enhance customer service efficiency and automate tedious tasks.
Feel free to message me directly or send your CV to: yendth@d.foundation or zalo 0354682402.
Location: Vietnam
Skills: [Skills Here]
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