Twilio Software Engineer

About Wrisk

Wrisk is reinventing insurance for today’s digital consumer. In the same way that fintech companies disrupted traditional banking, Wrisk’s founders shared a vision for how insurance ought to be: simple, transparent, and personal. Bringing together two disparate industries (technology and insurance), we have created an insurance experience centered squarely around the customer.

The result is flexible insurance that adapts to fit modern lives. Our mobile-first, frictionless platform allows people to interact with their provider with the speed, ease, and transparency they expect from modern digital services. Customers can pay monthly, instantly make changes to their cover, and manage their payments and claims in a single digital space. Now, alongside major global automotive and enterprise brand partners, we are scaling our platform to change how insurance is bought, sold, and managed worldwide.

The Role at a Glance

We are seeking a hands-on engineer to join our growing team. In this role, you will navigate the intersection of routine operational maintenance and strategic brand project work. You will be tasked with triaging intricate Twilio-related hurdles - often requiring deep-dive technical diagnostics - while simultaneously architecting new features and communication flows for our enterprise brand partners. By leveraging your technical expertise, you will transform ambiguous bug reports into definitive programmatic solutions, ensuring our communications ecosystem remains robust and intuitive for every agent and end customer.

What you will do

Brand Feature Delivery: Build, test, and roll out new multi-channel communication flows (Voice, SMS, Email, Webchat) and custom Twilio Flex UI capabilities for new and existing brand partner integrations

Frontend & Plugin Engineering: Modify and optimize our agent interfaces using JavaScript, React, and Redux (specifically building and debugging Twilio Flex plugins) to fix state mismatches, layout issues, or workflow bottlenecks

Operational Diagnosis: Investigate dropped calls, API timeouts, routing failures, and UI glitches - frequently navigating gaps in vendor documentation using deep-dive Twilio tooling, browser console logs, and observability tools like AWS CloudWatch

Agent & Vendor Liaison: Act as the first line of technical defense for internal contact center agents, translating operational pain points into structured development tasks. When vendor-side issues arise, confidently liaise with Twilio support and third-party vendors to drive fast resolution

Response Coordination: Collaborate with senior engineers, analysts, and cross-functional teams to resolve production incidents effectively and efficiently

Contact Center Optimisation: Maintain and optimize our Twilio contact center environment, ensuring voice, email, webchat, and routing tools operate seamlessly across all partner brands

Safe Code Deployment: Manage Flex plugin versioning, feature flags, Git branching, and CircleCI pipeline management to push hotfixes and updates smoothly without disrupting active agent operations.

Requirements

About You

Experience & Profile

Minimum 2 years of professional engineering experience working heavily with REST APIs, event-driven architectures, and modern frontend frameworks, with a specific focus on contact center or communications environments (like Twilio Flex)

Strong track record of balancing reactive troubleshooting with active project delivery under fast-paced conditions

Excellent interpersonal and English communication skills - you are comfortable listening to non-technical support agents and translating technical concepts clearly to both end-users and third-party vendor engineers

Familiarity with software tooling and techniques including Git, WebRTC, Service Desk tools, AWS, and Terraform.

Technical Skills Required

Twilio Enterprise Suite: Deep understanding of Twilio Flex, TaskRouter (queues, attributes, routing rules), Studio (IVR & interaction flows), Flex Insights, and Webhook execution. Hands-on experience with Twilio CLI, Flex Plugin CLI, and Twilio Functions (Serverless/Node.js runtime)

JavaScript / React / Redux: Strong proficiency in modern JavaScript, Node.js, and React/Redux for maintaining state management and debugging custom UI components and plugin architectures

Telephony & Network Debugging: Understanding of WebRTC, audio quality metrics (packet loss, jitter), and browser-level media permissions troubleshooting

API Tooling & Observability: Proficiency with API client tooling (Postman, Insomnia, cURL), scripting (Bash, Node), browser developer tools, and observability platforms (e.g., AWS CloudWatch) to trace asynchronous errors

Security & Compliance: Awareness of contact center data standards, including PII & PCI handling, secure call recording rules, and web security best practices (CORS, tokens, authentication flows).

What Good Looks Like in This Role

Success in this role comes down to curiosity, clear communication, and careful execution. While you will have senior engineers for support, you are someone who takes ownership of operational challenges and loves turning complex technical bugs into smooth, everyday workflows for our team.

Resourceful Problem Solver: You enjoy unpicking tricky technical problems. When things go wrong and vendor documentation falls short, you take the initiative to dig into raw payloads, review logs, and trace code logic to figure out the root cause instead of waiting for an easy answer

Bridge Builder: You are a patient, clear communicator who connects human operations with technical fixes. When a contact center agent reports a frustrating glitch in plain English, you ask the right questions to translate their operational pain point into a clear, actionable engineering task

Systems Thinker: You care about building and deploying software safely. You recognize that our tools directly support live agents, so you take the time to think through the full logic flow, testing your work thoroughly to ensure a tweak to a routing rule or Flex plugin won't break something elsewhere.

Benefits

We believe in taking care of our team so you can do your best work. Beyond solving interesting technical challenges, we offer a supportive environment that prioritizes your growth, work-life balance, and peace of mind.

UK Shift Hours: A structured schedule aligned with UK business hours (typically ~1:30 PM to 10:00 PM IST), giving you full real-time overlap with the primary engineering team while keeping your mornings free

Competitive Compensation: Market-competitive salary that rewards your skills, experience, and contributions to the team

Flexible & Remote Working: Work-from-home options with a hybrid schedule (2-3 days in the office) to help you manage your workday smoothly

Comprehensive Benefits & Wellness: Employee medical cover and wellness initiatives to support your health and peace of mind

Time Off to Recharge: Generous paid annual leave allowance plus standard public holidays so you can rest and refresh

Modern Work Setup: The latest high-spec laptop, peripherals, and software tools provided from day one

Inclusive Team Culture: A welcoming, collaborative environment where diverse perspectives are valued and senior teammates are always ready to guide you.