Solution Implementation Lead

Solution Implementation Lead
Location: Manchester, M1 3BN office based
Salary: circa 60k dependent on skills and experience+ Benefits

Full Time

Ciptex, a leader in bespoke cloud communication platforms, is seeking a skilled and customer-focused Solution Implementation Lead to take ownership of configuring, deploying, and supporting advanced Twilio Flex solutions for our clients.

In this key role, you’ll combine deep technical expertise with strong communication skills to bridge the gap between customer requirements and successful technical delivery.

From initial design and configuration to post-launch support, you’ll be instrumental in ensuring each project meets our clients’ business needs and runs smoothly in a live environment.

Duties include but not limited to:

• Configure, deploy, and optimise Twilio Flex and Ciptex RACE solutions to meet customer goals
• Translate high-level business requirements into clear technical specifications
• Deliver customer training programmes, including train-the-trainer sessions and user guides
• Provide early-life support and ensure a smooth handover to ongoing support teams
• Manage integrations, data migrations, and number porting activities with minimal disruption
• Collaborate with developers to ensure custom features and integrations align with customer needs
• Continuously improve deployment processes, tools, and documentation

The ideal candidate:

• Hands-on experience with Twilio Flex (or similar platform) Studio, Task Router, and Functions
• Strong understanding of contact centre operations, integrations, and reporting requirements
• Understanding in JavaScript, REST APIs, and configuration management
• Knowledge of SQL/NoSQL databases and data migration techniques
• Excellent communication, stakeholder management, and documentation skills
• Proven ability to manage technical projects from design through to successful delivery

Desirable skills:-

• Knowledge of SIP, WebRTC, and telephony protocols
• Familiarity with CRM platforms (Salesforce, Microsoft Dynamics, etc.)
• Experience with Infrastructure as Code tools
• Understanding of security and compliance requirements in contact centre environments
• Certification in Twilio or related technologies
• Experience with AWS services and serverless architectures

What we offer:

• Opportunity to work on diverse, high-impact projects using industry-leading technology
• Direct involvement in shaping customer success and influencing technical innovation
• Collaborative, learning-focused environment with opportunities for career progression
• Competitive salary and benefits package
• Central Manchester office just a minute from Piccadilly Station

Interested? Please apply with your updated CV.

  Upon receipt of your cv we will send you a full job description outlining the role in more detail.

INDHS