Senior Full Stack Twilio Flex and Acqueon & C# Web Developer

About

The current platform based on Microsoft Azure and Twilio Platforms provides a robust telephony platform that can handle millions of Voice calls and SMS Chatbots using automated conversational scripts that look for Customer intent and route calls to hundreds of live Customer Service Agents (CSRs) during business hours and also handle Emergency Gas and Electric outages on a 24/7 basis.

We are seeking qualified and passionate Senior full-stack software engineer who has IVR experience specifically with Twillio/Flex and Acqueon to join our fast-paced, high-performing product team. The team works closely with design and business to iteratively deliver an effortless omnichannel experience to both customers and contact center agents. Embarking on this digital transformation allows our customers to effortlessly interact with us using their preferred method and is critical to achieving our best in-class customer satisfaction goals and transforming our business operations.

Eagerness to learn and understand technologies outside of your comfort zone is required. Abrupt challenges provide opportunities for you to quickly learn and apply new skills in unfamiliar areas of technology. An optimal customer experience starts with the tools and best practices developed and maintained by the product team.

To preserve the integrity of our high performing team, we employ a technical interview as well as an online skills assessment. If you are looking to challenge your technical and problem-solving skills while providing business value, then investing the time into the interview process is the first step.

Responsibilities

• Full-stack application development experience - 5+ years of experience.
• Hands-on writing code, hands-on writing code must be the primary duty of most recent position
• Able to make progress in a fast-paced environment with little oversight
• Strong verbal/written communication & facilitation skills.
• Strong analytical and problem-solving abilities.
• Ability to understand complex architectures and be comfortable working with multiple teams
• Strong work ethic and a team player
• Ability to conduct performance analysis, capacity management and troubleshoot large-scale distributed systems
• Enthusiasm toward technology, passionate continual learner
• Constantly looking for better ways of solving technical problems and designing the solution, not afraid of challenging the status quo
• Agile (scrum) experience.

Requirements

• Full stack dev that also has IVR experience specifically with Twillio/Flex and Acqueon – IVR Specialist is a priority
• Web-services, 3rd party APIs, tools like Postman, SoapUI & Fiddler
• C#, Entity Framework, Substantial SQL experience
• WEB API, RESTful services
• Working knowledge Git or similar version-control software
• Familiar with production Azure DevOps environments
• Unit and Integration Testing
• Understanding of SOLID design principles & secure coding practices

Preferred Skills

• Angular 9+, React, Ember.js
• Oracle database experience, solid understanding of SQL tuning, indexing & query costs

Additional Information

• 7+ years in Twilio IVR and solutions, Development, and support skills in Twilio IVR products- Twilio flex, Full stack development on Twilio flex and IVR.
• 7+ years of telecom experience required. For example, you have implemented, deployed and/or maintained/supported Avaya/Cisco/OpenVBX/or similar platforms of significant size.
• The time management skills to handle a large volume of tickets while maintaining high Customer Satisfaction and meeting SLA targets
• Demonstrated technical background and application
• Demonstrated history of customer focus and empathy
• Ability to diplomatically address customer concerns and provide feedback
• Expert level knowledge of IP Telephony protocols is required
• A firm understanding of the technology stacks common to the Web ecosystem
• A demonstrated history of creating non-trivial applications in Java,. Net, Ruby, Python, PHP, JavaScript or some other modern, general purpose programming language; Much of Twilio s functionality is exposed as REST APIs
• You are good at and enjoy debugging other people s code.
• Solid understanding of computer networking
• Experience with troubleshooting and resolving QoS (Quality of Service) issues, including escalations to third parties
• You hold a Bachelor s degree or have equivalent work experience (5+ years industry experience in a similar role)
• Demonstrated ability to make teams better
• Experience working with team members in different geographic locations and time zones.
• Demonstrated ability to mentor and coach other members of the team in technical and process aspects of their jobs.
• Twilio operates a 24/7 support model so the ability to work weekends and holidays (as needed) may be required.