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Five9 / Twilio Lead

00069061161

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.

About Cognizant: 
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.

Additional employment information
Compensation 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.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.

If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.

 

Benefits that help you thrive and grow

Our benefits program is built with you in mind—so you can enjoy a fulfilling, balanced and healthy life.

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Financial wellbeing

We regularly review market data to ensure compensation reflects the value you bring. Your benefits extend beyond pay and may include retirement plans, financial education, etc.

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Physical and mental health

We empower you to prioritize your wellbeing through paid time off, flexible working where possible, healthcare plans, counselling, our Mental Health Allyship program and more. 

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Your career, your way

With 350,000+ roles at Cognizant, you’ll have opportunities explore new technologies, industries and locations—and build the skills you need to grow your career.

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Real-world impact

Think about the biggest brands you rely on. Chances are, they rely on us to help strengthen their business. Here, you’ll turn bold ideas into solutions that improve lives everywhere.

Your path to Cognizant

Here’s what you can expect from our hiring process. Please keep in mind that it may vary by role and location. Explore our FAQs to learn more.

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Step 1: Apply to the right opportunity

Find an open role that matches your skills and career goals and show us why you’re the person for the job. Don’t see the right opportunity? Consider joining our Talent Community.

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Step 2: Connect with your recruiter

If one of our recruiters sees a fit, they’ll set up a short intro call to learn more about you and how your experiences and skills match the role.

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Step 3: Show off your skills

If you and our team would like to continue the process, you’ll interview with our hiring team. Some roles may also require technical assessments and/or client interviews.

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Step 4: Decision time

Our team will then review each candidates’ potential to succeed in the role. This step may take some time because we want to find the right fit for both you and us—but you can count on us to keep you updated.

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What struck me the most when I joined 25 years ago was Cognizant’s entrepreneurial culture. Colleagues and leaders alike were open to hearing new ideas, no matter how small. This culture exists to this day.
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My leaders are very supportive of my career. If I want to pursue an opportunity, I can just speak with them and they’ll help me reach my goals.
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Cognizant offers me more than a job; it offers a community. We support each other, collaborate across borders and celebrate wins together. If you’re looking for a culture that values flexibility, diversity and growth, this is the place to be.
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Cognizant has one of the best learning ecosystems you can ask for. From sponsored certifications to training platforms to mentorship, we have all that we need to grow.
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