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# Contact Center Platform Engineer/Architect (Twilio Flex / Integrations)

- **Company:** Headway Tek Inc
- **Location:** United States (Remote available)
- **Contract:** Permanent contract
- **Skills:** Application Programming Interfaces (APIs), Artificial Intelligence, Amazon Web Services, Amazon Cloudfront, Cloud Computing, Middleware, Node.Js, OpenShift, Azure Active Directory, Cloud Services, Security Assertion Markup Language (SAML), Session Management, Systems Integration, Twilio, TypeScript, Load Balancing, ReactJS, Large Language Models, Prompt Engineering, Zapier, Build Management, Containerization, Functional Programming, Serverless Computing, Mulesoft
- **Published:** November 11, 2026
- **Apply:** https://www.dice.com/job-detail/8ac4809f-1a20-4d90-8a8b-656337319d37

## About the Role

* Strong full-stack skills: React / Node.js / TypeScript, plus solid UI craft (Twilio Paste or similar design systems a plus)
 * Hands-on experience with Twilio Flex and related contact-center building blocks (TaskRouter, Functions; Studio/IVR familiarity preferred)
 * Integration experience with enterprise middleware (Workato, MuleSoft, or similar) across business domains
 * Cloud experience on AWS (Lambda, Kinesis, CloudFront, capacity/load planning) and comfort with container platforms (OpenShift or equivalent)
 * Working knowledge of SSO/SAML and identity providers (Azure AD FS preferred)
 * Interest or experience with enterprise LLM / voice-AI patterns, including prompt engineering and speech/DTMF UX constraints
 * Ability to work across platforms end-to-end-one person owning integration, telephony/orchestration, cloud, UI, and reporting

Nice to have

 * Prior ownership of production IVR/Studio flows
 * Conversational Intelligence or similar call analytics tooling
 * Experience introducing AI into regulated or high-risk customer journeys

How this role is scoped

This is a cross-cutting platform role, not a single-stack specialist job. Success means shipping reliable journeys across middleware, Flex/IVR, identity, cloud, UI, and reporting-with growing ownership of SSO and enterprise AI capabilities.

## Description

Own and evolve the enterprise contact-center platform spanning Twilio Flex, IVR/orchestration, middleware integrations, cloud services, and agent-facing UI. This role bridges telephony, APIs, identity, AI capabilities, and reporting so member, provider, and billing journeys work end-to-end.

What you'll do

 * Maintain and extend existing Workato and MuleSoft APIs/middleware for member, provider, billing, and related domains
 * Design and implement event-friendly integration patterns and improve reliability across services
 * Implement and support SSO (SAML) with Azure AD FS, including session management for web experiences
 * Build and operate Twilio Flex solutions, including TaskRouter, existing IVR journeys, Twilio Functions, and Conversational Intelligence
 * Contribute to Studio (or equivalent orchestration) where journey changes require platform support
 * Evaluate and integrate platform-native / approved enterprise LLM and voice-AI components compatible with Flex; apply speech/DTMF appropriately based on journey risk; apply strong prompt engineering practices
 * Deliver data and reporting that supports operations, auditability, and journey analytics
 * Develop and operate AWS services (container and/or serverless per enterprise standards), including Kinesis, Lambda, load balancing, and capacity planning; work with OpenShift where required
 * Build configuration/admin UIs and agent/member-facing experiences with React, Node.js, TypeScript, Twilio Paste, and CloudFront