See yourself at Twilio

Join the team as our next Conversational AI Engineer L3!

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

As a Conversational AI Engineer L3 working within the End User Computing & Operations team, you will be responsible for designing, developing, and implementing conversational bots to streamline business processes and improve operational efficiency. You will collaborate with cross-functional teams to identify automation opportunities, gather requirements, and deliver robust automation solutions. Your expertise in automation technologies and programming languages will drive innovation and enable the organization to achieve its strategic goals.

Responsibilities

In this role, you’ll:

• Design, develop, and deploy conversational AI solutions using platforms like Dialogflow, Microsoft Bot Framework, or equivalent.
• Collaborate with stakeholders to understand requirements and translate them into effective AI-driven concierge services.
• Implement and optimize NLP algorithms and ML models to improve the accuracy and responsiveness of virtual assistants.
• Develop and maintain automation scripts and workflows to integrate AI capabilities into EUC operations.
• Ensure security and compliance considerations are addressed in AI implementations, working closely with security teams.
• Conduct testing and debugging of AI applications to ensure reliability, scalability, and seamless user experience.
• Document AI architectures, processes, and best practices to facilitate knowledge sharing and maintain system integrity.
• Stay updated with industry trends and advancements in AI bot technologies, applying relevant innovations to enhance our 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 business Competencies:

• Must live and embody Twilio’s values:
• Wear our customer’s shoes and understand their perspective when helping with issues and requests 
• Customer-centric mindset, understanding and empathizing with customer perspectives
• Excellent communication skills, including written, verbal, and interpersonal abilities
• Proficiency in supporting endpoint security standards and adhering to defined controls
• Passion for technology and staying up to date with industry trends
• Strong customer service and critical thinking skills, utilizing available resources effectively
• Growth mindset and positive attitude, particularly in ambiguous situations
• Documentation skills, contributing to the knowledge base for self-service support
• Experience using a ticketing system, such as ServiceNow
• Strong organizational, time management, and communication skills
• Flexibility to work in a 24/7 operation and travel between office locations as required
• Humility, willingness to learn and grow from successes and failures
• Adaptability to a fast-paced, changing environment
• Focus on progress rather than perfection
• Transparency, thoughtfulness, and collaboration in business practices
• Willingness to help others and promote a collaborative work environment.
• Automation first mindset

Required Skills:

• Bachelor’s degree in Computer Science, Engineering, or a related field.
• 5+ years of experience in developing AI applications, with a focus on conversational AI.
• Strong programming skills in languages such as Python, JavaScript, or Java.
• Experience with NLP frameworks (e.g., spaCy, NLTK) and conversational AI platforms (e.g., Dialogflow, Microsoft Bot Framework).
• Proficiency in scripting and automation tools (e.g., PowerShell, Ansible) for deployment and maintenance.
• Knowledge of AI/ML techniques, including supervised and unsupervised learning, for enhancing conversational interfaces.
• Familiarity with version control systems, especially Git, for collaborative development.
• Excellent problem-solving skills and ability to analyze complex technical issues.
• Strong communication and collaboration skills to work effectively in cross-functional teams.
• Expertise in various programming languages (Java, Perl, Python, C++ etc.)
• Expert working knowledge with JIRA, Slack, power automate, GitHub or similar technologies.
• SAFe for Teams
• SailPoint IdentityNow professional or similar certification
• ITIL v4 Foundation or Similar
• Advanced AWS, GCP or Azure certification(s) in the realms of machine learning and API’s
• Google Workplace professional Certification or similar certificate
• ITIL v4 Certification

Desired:

• Master’s degree or relevant certifications 
• Certifications in AI, Machine Learning, or related fields.
• Experience with cloud platforms (AWS, Azure, Google Cloud) for deploying AI solutions.
• Knowledge of DevOps practices and tools (e.g., Docker, Kubernetes) for automation and scalability.
• Background in UI/UX design principles to create intuitive user experiences.
• Understanding of cybersecurity best practices and compliance standards.
• Previous experience in End User Computing or Operations environments.
• Proven ability to innovate and drive AI initiatives in a corporate setting.

Location 

This role will be remote, and based out of either Karnataka, Maharashthra, Telangana, Tamil Nadu or New Delhi.

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. 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

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.