Five9 / Twilio Lead
Role Overview
We are seeking a Five9 / Twilio Lead to lead 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 believe hybrid work is the way forward as we strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a hybrid position requiring 5 days a week in a client or Cognizant office 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
- Architect IVR call flows, routing strategies, and omnichannel configurations
- 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.
À propos de Cognizant
Cognizant (NASDAQ : CTSH) est un AI Builder et une entreprise de services numériques (ESN) élaborant des solutions complètes d’IA maximisant les investissements pour des résultats concrets. Sa profonde expertise des métiers, des processus et des technologies lui permet d’intégrer dans les systèmes technologiques le contexte unique de chaque organisation de l’ingénierie à la production à l’échelle. Son objectif : améliorer l’efficacité des équipes, créer de la valeur et permettre aux grandes entreprises de rester performantes dans un monde qui évolue rapidement. Pour en savoir plus : cognizant.ai ou @cognizant.
Renseignments suppplémentaires sur l'emploi
Les informations relatives à la rémunération du poste à pourvoir dépendent de la date de publication de l’offre de poste. Cognizant se réserve le droit de modifier ces informations à tout moment, sous réserve des lois applicables.
Cognizant est un employeur soucieux de l'égalité des chances entre candidats. Votre candidature sera étudiée indépendamment de votre race, couleur, sexe, religion, croyances, orientation sexuelle, identité de genre, origine, handicap, informations génétiques, grossesse, statut d'ancien militaire ou de toute autre critère jugé discriminant par les lois européennes ou françaises.
Vous êtes porteur d'un handicap, vous pouvez-nous contacter par courriel [email protected] si vous souhaitez préciser les aménagements nécessaires pour le poste ou les entretiens à venir.
Les candidats peuvent être invités à participer à des entretiens en face à face ou par vidéoconférence. En outre, les candidats peuvent être amenés à présenter une carte d'identité valide lors de chaque entretien.
