Job Details
Five9 / Twilio Developer
**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 configuration of **Five9 / Twilio environments** (Dev, UAT, Prod)
+ Configure **campaigns (inbound/outbound/blended), skills, agents, queues, and routing rules**
+ Implement **IVR scripts, call flows, and platform configurations**
+ Support **SIP trunking and PSTN telephony integrations**
+ Collaborate with **network, security, and infrastructure teams**
+ Perform **system validation testing and production go-live support**
**3. Configuration & Administration**
+ Configure Five9 modules including **ACD, IVR, WFM, Reporting, and Call Recording**
+ Manage **user provisioning, roles, and access control**
+ Implement **call routing logic, compliance configurations, and recording policies**
+ Monitor **system performance and optimize routing/capacity planning**
+ Troubleshoot **call quality, connectivity, and configuration issues**
**4. Cloud Engineering**
+ Design and manage **cloud-based contact center architecture**
+ Integrate Five9 with **REST APIs and cloud-native services**
+ Implement **secure authentication (OAuth, SSO, SAML)**
+ Ensure compliance with **industry security standards (PCI, SOC2, etc.)**
+ Support **networking concepts (VPNs, firewalls, load balancing)**
+ Optimize **performance and scalability in cloud environments**
**Required Qualifications**
+ 4-5+ years of experience in **contact center technologies (Five9 / Twilio)**
+ Strong experience with:
+ **Five9 VCC (VCC, IVA, ADP, Reporting)**
+ **SIP, VoIP, and telephony concepts**
+ **REST APIs and integrations**
+ **CRM integrations (Salesforce or similar)**
+ **SSO / SAML / OAuth authentication**
+ Basic **SQL and reporting knowledge**
**Soft Skills**
+ Strong **analytical and troubleshooting abilities**
+ Excellent **communication and stakeholder management skills**
+ Ability to work effectively in **cross-functional/global teams**
+ Strong **documentation and design articulation**
+ Proactive, solution-oriented mindset
**Nice to Have**
+ Certifications in **Five9 or Cloud platforms**
+ Exposure to **DevOps (CI/CD, automation scripting)**
+ Experience with **Workforce Optimization tools (e.g., Verint WFM)**
**Pay Transparency**
The annual salary range for this role is **$95,500 - $120,000 USD** , depending on experience, skills, qualifications, and internal equity.
This position is also eligible for a comprehensive benefits package, including medical, dental, vision, paid time off, holidays, and retirement plans.
**Benefits**
Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
+ Medical / Dental / Vision / Life Insurance
+ Paid holidays plus Paid Time Off
+ 401(k) plan and contributions
+ Long-term / Short-term Disability
+ Paid Parental Leave
+ Employee Stock Purchase Plan
**Disclaimer**
The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
\#LI-AS5
IND123
\#CB
Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
**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 configuration of **Five9 / Twilio environments** (Dev, UAT, Prod)
+ Configure **campaigns (inbound/outbound/blended), skills, agents, queues, and routing rules**
+ Implement **IVR scripts, call flows, and platform configurations**
+ Support **SIP trunking and PSTN telephony integrations**
+ Collaborate with **network, security, and infrastructure teams**
+ Perform **system validation testing and production go-live support**
**3. Configuration & Administration**
+ Configure Five9 modules including **ACD, IVR, WFM, Reporting, and Call Recording**
+ Manage **user provisioning, roles, and access control**
+ Implement **call routing logic, compliance configurations, and recording policies**
+ Monitor **system performance and optimize routing/capacity planning**
+ Troubleshoot **call quality, connectivity, and configuration issues**
**4. Cloud Engineering**
+ Design and manage **cloud-based contact center architecture**
+ Integrate Five9 with **REST APIs and cloud-native services**
+ Implement **secure authentication (OAuth, SSO, SAML)**
+ Ensure compliance with **industry security standards (PCI, SOC2, etc.)**
+ Support **networking concepts (VPNs, firewalls, load balancing)**
+ Optimize **performance and scalability in cloud environments**
**Required Qualifications**
+ 4-5+ years of experience in **contact center technologies (Five9 / Twilio)**
+ Strong experience with:
+ **Five9 VCC (VCC, IVA, ADP, Reporting)**
+ **SIP, VoIP, and telephony concepts**
+ **REST APIs and integrations**
+ **CRM integrations (Salesforce or similar)**
+ **SSO / SAML / OAuth authentication**
+ Basic **SQL and reporting knowledge**
**Soft Skills**
+ Strong **analytical and troubleshooting abilities**
+ Excellent **communication and stakeholder management skills**
+ Ability to work effectively in **cross-functional/global teams**
+ Strong **documentation and design articulation**
+ Proactive, solution-oriented mindset
**Nice to Have**
+ Certifications in **Five9 or Cloud platforms**
+ Exposure to **DevOps (CI/CD, automation scripting)**
+ Experience with **Workforce Optimization tools (e.g., Verint WFM)**
**Pay Transparency**
The annual salary range for this role is **$95,500 - $120,000 USD** , depending on experience, skills, qualifications, and internal equity.
This position is also eligible for a comprehensive benefits package, including medical, dental, vision, paid time off, holidays, and retirement plans.
**Benefits**
Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
+ Medical / Dental / Vision / Life Insurance
+ Paid holidays plus Paid Time Off
+ 401(k) plan and contributions
+ Long-term / Short-term Disability
+ Paid Parental Leave
+ Employee Stock Purchase Plan
**Disclaimer**
The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
\#LI-AS5
IND123
\#CB
Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
Job #NLX293515975