**What are we looking for?** We are seeking a Senior Twilio Flex Functional Analyst to act as the bridge between business/operations teams and the technical team, ensuring that the Twilio Flex platform is configured and continuously evolved according to the company’s needs. This person will be responsible for gathering requirements, designing contact center workflows, configuring platform settings, and supporting implementation of improvements — without necessarily writing application code, but with deep functional expertise in the tool. **Key Responsibilities:** * Gather and document business requirements from contact center, CX, and operations teams. * Design and configure contact center workflows in Twilio Studio (IVR, routing, queues, messaging). * Configure and maintain TaskRouter settings (Workflows, Task Queues, routing attributes, priorities, and SLAs). * Configure queues, agent skills, operating hours, and business rules within Flex. * Analyze and prioritize platform-related tickets/incidents, liaising with the technical team when development is required. * Conduct functional testing of new configurations and workflows before production deployment. * Monitor operational metrics (ASA, AHT, abandonment rate, SLA) and propose configuration adjustments to optimize outcomes. * Develop functional documentation for processes, workflows, and platform configurations. * Train and support key users (agents, supervisors) on Flex functionalities. * Participate in continuous improvement initiatives and new implementations, acting as the business subject-matter expert for the tool. * Collaborate with developers to specify customizations (plugins, integrations) when native configuration is insufficient. **Requirements:** * Solid experience (4+ years) in functional analysis, including at least 2 years of hands-on experience with Twilio Flex. * Proficiency in configuring TaskRouter, Studio Flows, queues, and task routing. * Knowledge of contact center concepts (IVR, IVR menu systems, SLA, skill-based routing, waiting queues, omnichannel). * Experience in requirements gathering and designing contact center processes. * Ability to analyze operational data (reports, dashboards) to propose platform configuration improvements. * Strong communication skills with both business and technical teams, serving as a translator between business needs and tool capabilities. * Experience documenting processes and functional specifications. * Intermediate English proficiency for reading Twilio’s technical documentation. **Preferred Qualifications:** * Twilio certifications (e.g., Twilio Certified Developer or specific Flex/Flex Insights courses). * Basic programming logic or API knowledge to better collaborate with the development team. * Experience with Twilio Flex Insights for contact center performance metric analysis. * Exposure to other CCaaS platforms (Genesys, NICE, Amazon Connect) for comparative context. * Experience in contact center implementation/migration projects. * Familiarity with BI tools (Power BI, Looker, Tableau) for cross-referencing operational data. **Who is Insi?** We are a consulting firm specialized in digital transformation. But above all, we are a people-first company. People who listen before proposing solutions. Who focus on the essentials before presenting answers. Who measure success by real change — not by what was implemented. With over three decades of history and a global presence, we believe true transformation begins from within: within individuals, teams, and organizations — and this conviction guides every decision we make, every project we deliver, and every person we develop. **Why build your career at Insi?** Because here you think, decide, and create together. We offer autonomy, clear goals, and an environment where Insiders can engage with diverse technologies, participate in challenging projects, bring new ideas forward, and work from anywhere in Brazil — and why not, the world. We are recognized as one of the best companies to work for in Brazil by Great Place to Work, and ranked among the top 10 employers in Brazil by TIME magazine. **What are our values?** * We are people serving people * We think and act like owners * We have a drive for performance * We grow and learn together * We pursue excellence and simplicity * We act with creativity and innovation All individuals are welcome, regardless of background, disability, ethnicity, religious belief, sexual orientation, appearance, age, or related factors. We want you to grow with us in an inclusive, supportive, and opportunity-rich environment. If this resonates with you, then **\#JoinInsi!**
João Silva
Indeed · HR
João Silva
Indeed · HR
