See yourself at Twilio

Join the team as our next AI/ML Data Science (L4) in the Efficiency Engineering team in Services Operations.

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 globally anti-racist, anti-oppressive, anti-bias company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum.

About the job

This position is needed to reinvent how we operate at Twilio with intelligent, self-service solutions for Customer Support and Operations teams. In the role, you will be joining the AI/ML team within Efficiency Engineering. The team is responsible for developing GenAI/LLM powered as well as supervised ML modeling solutions to address will own and be responsible for developing supervised ML models engineering architecture from design through delivery, across the software development lifecycle (SDLC).  You will establish and continuously improve the coding patterns and developer best practices, comment and approve code reviews, continuous integration and deployment pipelines, documentation and software release processes on the team. 

We are looking for an AI/ML Data Science with expertise in LLM and python software development, expertise in typed languages, solid computer science fundamentals, and a demonstrated track record of building RAG applications.  In this role, you will partner with our product, program, analytics and other engineering teams to build world-class experiences for our customers and support agents. 

At Twilio, you have the agency to solve difficult problems creatively, the freedom to explore work that inspires you, and an organizational culture that truly cares for its employees. You will play a key role in building and growing our new support engineering team, and creating a collaborative, inclusive and high-performing team culture.

Our technical stack includes:  Full-stack Javascript, ReactJS, NodeJS, Python, TypeScript, AWS, Terraform, Redis, Docker, Linux, Kendra and MySQL.

Responsibilities

In this role, you’ll:

• Live by and champion our cultural values of the Twilio Magic.
• Embrace an engineering artisan culture, and take pride to deliver well-designed APIs and user interfaces.
• Develop and Deploy Predictive Models: Build and deploy machine learning models, including propensity models and GenAI-powered applications, to production environments, ensuring they meet the diverse needs of Twilio's verticals and customer base.
• Collaborate Across Teams: Work closely with product, program, analytics, and engineering teams to implement and refine machine learning, statistical, and forecasting models that drive business outcomes.
• Utilize Advanced Technical Stack: Leverage our technical stack, including Python, SQL, R, AWS (Sagemaker, Lambda, S3, Kendra), MySQL, Airtable, and libraries such as Pandas, NumPy, SciKit-Learn, XGBoost, Matplotlib, and Keras, to develop robust and scalable AI/ML solutions.
• Integrate Enterprise Data Sources: Effectively utilize enterprise data sources like Salesforce and Zendesk to inform model development and enhance predictive accuracy.
• Harness the Power of LLMs: Apply knowledge of Large Language Models (LLMs) such as OpenAI's GPT models, Claude, Gemini, Llama, Whisper, and Groq to develop innovative GenAI use cases and solutions.

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:

• Proven experience (typically 4+ years) in AI/ML, with a strong emphasis on developing and deploying LLMs and supervised ML models.
• Proficiency in programming languages such as Python, or R, and experience with ML frameworks like SciKit-Learn, XGBoost, Keras etc.
• Strong understanding of data processing and transformation techniques, including experience with SQL and big data technologies (e.g., Spark, Hadoop).
• Demonstrated ability to develop, train, and deploy ML models in production environments.
• Experience with cloud platforms (AWS Sagemaker for ML Models) and familiarity with containerization tools like Docker and Kubernetes.
• Excellent problem-solving skills, with the ability to translate complex business requirements into actionable AI/ML solutions.
• Strong communication skills, capable of articulating complex concepts to both technical and non-technical stakeholders..

Desired:

• Familiarity with using LLMs (OpenAI, Claude, Gemini, Llama), RAG, Agents, Model Fine-tuning, Few-shot prompting, Prompt Engineering.
• Experience with Python-specific frameworks such as Streamlit, Gradio, FastHTML.

Location 

This role will be remote, and based in Colombia.  

What We Offer

There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!

If this role isn't what you're looking for, please consider other open positions.

Twilio is proud to be an equal opportunity employer. Twilio is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified Applicants with arrest or conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.

Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at accommodation@twilio.com.