THOUGHT BYTE

Solution Architect (Twilio Platform Expertise)

THOUGHT BYTE
6 - 10 years
United States
Full-time
Remote
1 month ago

About the role

Role: Senior Solution Architect
End Client: Lucidpoint
Rate: $85/hr on C2C
Key Skills: Twilio Platform Expertise, .NET (C# / ASP.NET Core), AWS, Healthcare Domain
Client is seeking a Principal Voice Platform Engineer to serve as our primary subject matter expert (SME) for Twilio-based telephony architecture on enterprise healthcare communication programs. This is a senior individual-contributor and technical leadership role — you will not just build systems, you will define the architecture that all migration engineers follow.
You will be the go-to expert for designing, validating, and governing Twilio Voice SDK, Twilio Studio, WebHooks and TwiML orchestration solutions at scale — including patterns and techniques that go well beyond what is documented in Twilio's public SDK guides. Your work directly enables healthcare organizations to migrate off end-of-life telephony infrastructure (Genesys PureConnect, Cisco, Avaya) onto modern cloud-native Twilio+.NET platforms without clinical disruption.
Why This Role Exists: Our healthcare clients cannot afford to discover architectural mistakes in UAT or production. This role is the insurance policy — someone who has already hit the edge cases, knows the undocumented platform limits, and architects solutions that work at the first clinical go-live.
What You'll Do
Architecture & Design (Primary)
  • Own the end-to-end Twilio platform architecture for healthcare communication migration programs, including inbound call path design, Studio Flow topology, TwiML webhook orchestration, and carrier-layer configuration
  • Define and enforce the "Thin Studio, Smart API" architectural pattern — governing which logic lives in Twilio Studio vs. the .NET Voice API backend — across all delivery teams
  • Design the shared infrastructure services that all milestone teams consume: Redis-backed Call Session Store, CloudFront CDN audio serving, carrier redundancy configurations, and Twilio webhook reliability patterns
  • Architect Twilio solutions for complex multi-tenant IVR systems with 500+ simultaneous call flows, including multi-level DTMF menus, ASR (speech recognition) workflows, on-call routing chains, and call transfer sequences
  • Design and document DTMF fallback paths, ASR failure recovery strategies, and carrier redundancy patterns appropriate for 24/7 healthcare-grade production environments
  • Produce Architecture Decision Records (ADRs) for all significant platform decisions, with explicit documentation of trade-offs, alternatives considered, and healthcare-specific constraints

Technical Leadership
  • Lead the M0 AI Architectural Analysis sprint on migration programs — driving handler-to-architecture mapping, Studio/API boundary definition, and call flow dependency graph production
  • Conduct weekly architecture reviews with delivery teams, validating implementation against established patterns and catching deviations before they reach staging
  • Mentor .NET engineers on Twilio SDK patterns, webhook idempotency, stateless TwiML generation, and the operational differences between Twilio Studio and programmatic Voice API approaches
  • Review all Twilio-related pull requests as technical lead — checking for correctness against clinical load profiles, platform limits, and production reliability requirements
  • Define and own the NFR (non-functional requirement) story set for each engagement: webhook response SLA gates, load test acceptance criteria, CDN warm-up procedures, and carrier failover validation

Client Engagement
  • Present client's independent architectural recommendations to customer engineering and executive teams — clearly articulating trade-offs between platform approaches and the risks of common anti-patterns
  • Lead story elaboration workshops for Twilio-heavy initiatives, co-authoring acceptance criteria with customers and ensuring architectural considerations are captured in backlog stories before development begins
  • Serve as the client voice in customer architecture reviews, RFP responses, and proposal technical sections — representing client's SME depth on Twilio Voice and healthcare communications

What We're Looking For
Required — Twilio Platform Expertise
  • 5+ years hands-on production experience with Twilio Programmable Voice, Twilio Studio, and TwiML — at enterprise scale (not just POC or sandbox)
  • Deep, working knowledge of Twilio Studio Flow design : execution model, widget types, HTTP Request widget limitations, execution step limits, and the conditions under which Studio is and is not the right tool for a given problem
  • Expert-level TwiML authoring and the interaction between TwiML verbs and Twilio's execution model under load
  • Production experience with Twilio Webhook architecture : signature validation, async response patterns (to handle the 15-second hard timeout), status callbacks, recording callbacks, and idempotent webhook handlers
  • Hands-on experience with Twilio TaskRouter : workspace design, Worker/Queue/Workflow configuration, EventStreams integration, and replicating complex routing criteria from legacy ACD systems
  • Demonstrated experience designing DTMF fallback paths — handling fax tone detection (1100Hz), timeout/no-input retry loops, invalid-digit recovery, and graceful voicemail fallback under all failure conditions
  • Production experience with ASR failure recovery : confidence threshold tuning, multi-modal fallback (speech → DTMF), language-specific grammar considerations, and latency management for STT under clinical call profiles
  • Real-world knowledge of carrier redundancy patterns for Twilio: dual-carrier SIP trunking, geographic failover, DNS-based routing, and the operational differences between Twilio Elastic SIP and direct carrier interconnects — including patterns not in Twilio's public documentation

Required — Architecture & Engineering
  • 3+ production Twilio migrations led from end-of-life on-premises telephony (Genesys, Cisco, Avaya, or equivalent) to Twilio-based cloud architecture — you have personally designed and delivered the target-state architecture, not just contributed to one
  • Strong proficiency in .NET (C# / ASP.NET Core) for Twilio Voice API backend services: webhook controllers, TwiML response generation, Twilio SDK usage, and integration with Redis for call session state
  • Experience designing and operating Redis-backed distributed state management for stateless webhook systems — specifically maintaining call context (ANI, DNIS, IVR selections, transfer history) across multiple webhook hops within a single call
  • Familiarity with AWS audio serving patterns for IVR: S3 object hosting, CloudFront CDN configuration, cache-warming strategies, and pre-signed URL generation for HIPAA-compliant prompt file access
  • Experience with multi-tenant IVR architecture at scale: 500+ simultaneous call flows, shared routing infrastructure, per-tenant configuration, and isolation patterns
  • Strong understanding of SIP protocol fundamentals — SIP trunking, DNIS/ANI manipulation, SIP headers, SIP-to-PSTN bridging, and the relationship between Twilio's SIP domain and downstream CUCM/PBX infrastructure

Required — Healthcare Domain
  • Healthcare communications experience — you understand the unique requirements of clinical telephony: on-call escalation chains, provider routing (not just ACD), clinical SLA expectations, and the patient safety implications of call routing failures
  • Working knowledge of HIPAA requirements as they apply to telephony: PHI in call metadata, call recording consent workflows (HITECH), audit trail requirements, and the difference between a HIPAA-compliant architecture and a compliant implementation
  • Experience designing for 24/7 mission-critical uptime in clinical environments — where a routing failure is not a business inconvenience but a potential patient safety event

Nice to Have
  • Experience with Genesys PureConnect (ININ) XML handler reverse-engineering or decommission
  • Twilio Flex and TaskRouter agent desktop configuration experience
  • Twilio Voice Intelligence or NLP-based intent routing (Twilio ConversationRelay, Autopilot, or custom ASR models)
  • Twilio Notify at scale — including rate limit architecture, priority queue dispatching, and mass-notification burst handling
  • Experience with number porting at scale (10k+ DID/toll-free numbers) including AT&T/Twilio porting coordination and FOC management
  • Hangfire or equivalent .NET background job orchestration for asynchronous notification dispatch
  • Experience building automated regression test frameworks for call flows — DTMF/ASR simulation, TwiML response assertion, CI/CD integration
  • AWS Lambda / CloudFront / S3 operational experience in a production IVR audio serving context
  • Familiarity with Twilio Event Streams and real-time operational dashboarding for call center/IVR observability
  • Prior experience in a vendor/consulting SME role — presenting architectural recommendations to customer technical and executive stakeholders

Skills Overview:
Core Requirements:
  • Twilio Voice SDKTwilio Studio FlowsTwiML AuthoringTwilio WebhooksTwilio TaskRouter.NET 8 / C#ASP.NET CoreRedis Session StateDTMF/ASR Fallback DesignCarrier RedundancySIP Trunking Healthcare IVR Architecture HIPAA Compliance Multi-tenant IVR at Scale

Preferred:
Twilio FlexTwilio NotifyVoice Intelligence / NLPTwilio Event StreamsNumber Porting OperationsHangfireCall Flow Regression TestingAWS CloudFront / S3
Domain Context:
Genesys PureConnect / ININOn-Call Routing ChainsClinical Communication PlatformsLegacy PBX MigrationCall Recording / HITECHHospital Communication Systems

Skills

Information TechnologyIT Services and IT Consulting
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