C
Five9 / Twilio Lead
Accepting applicationsCognizant · Chicago, IL
Full-Time Mid_senior SOCaiasicaterf
Posted
1d ago
Category
Test
Experience
Mid_senior
Country
United States
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
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
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
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
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.
Show more Show less
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
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
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
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
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.
Show more Show less