Job Description

• India Remote

See yourself at Twilio

Join the team as our next Software Architect, Twilio Flex.

Who we are & why we’re hiring

Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.

Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a global company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business.

About The Job

Twilio is growing rapidly and seeking a Software Architect who is passionate about defining the data flows and needs of complex systems. Flex, the first fully programmable cloud contact center integrates both native Twilio services and well as serving up a pluggable infrastructure that allows partners and customers to extend and customize the platform for their unique needs. This role will serve as the Software Architect across the global Flex R&D organization defining data flows and models that accurately reflect that data needs of the entire multi-channel contact center experience. This role works closely with Product Managers, Flex Architect, and engineering teams to ensure that proper understanding of customer data needs and data flows are translated into consumable models that result in engineering solutions that delight customers with the availability of their contact center data accurately and with low-latency platform.

Responsibilities

In this role, you’ll:

• Work with product management and customers to define the full lifecycle of data requirements and flows for the multi-channel Flex contact center.
• Based on derived requirements build an as-is and to-be data model and corresponding migration plan
• Design effective data solutions and models that control the data flow through the entire contact center
• Define appropriate data storage solutions in collaboration with Flex and Database Architects that satisfy scale, aggregation, and latency requirements
• Define technical specifications for building reporting and data exposure in Flex UI to customers (on-demand, historical reporting)
• Collaborate with global engineering team on education and proper implementation and use of defined data models
• As part of a global team, some travel will be required to work in person with teams in the US and Europe.
• Actively participate in Design, Code review, Backlog grooming

Qualifications

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

Required

• A track record of translating customer requirements into a definition of data flows.
• 15+ years of experience developing highly-available, secure, native cloud enterprise SaaS applications in Java.
• Experience designing scalable database solutions for distributed systems that serve all facets of data needs from low-latency (<2 seconds) for on demand reporting to long-lived historical reporting
• Experienced at building systems for scalability, testability, supportability and maintainability
• Experience developing migration plans of data from legacy systems and services
• Data storage design and implementation experience in cloud native technologies (Kafka, Elastic Search, Key-Value stores, Aurora, Clickhouse etc,.)
• Experience developing data retention and compliance rules for compliance environments such as GDPR and HIPAA
• Ability to influence and build effective working relationships with all levels of the organization.
• Have the ability to balance long-term objectives with urgent short-term needs
• Bachelor's degree in a computer science related field or relevant experience

Desired

• Experience building realtime streaming applications using KafkaStreams/Flink/Spark will be a big plus
• Domain Expertise in contact center technologies highly desired
• Experience building pipelines catering to ML/AI workloads
• Experience with Contact Center and Customer Engagement solutions.