Engineering Manager - Customer Experience AI

Twilio

Who we are  At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! . See yourself at Twilio Join the team as our next Senior Engineering Manager , Twilio’s Segment team. About the job As a Senior Engineering Manager on the Twilio Segment Data platform/ pipelines team, you’ll build and scale systems that process several hundred thousands of data points per second. You will lead the development of high-scale ingestion and data processing systems You'll guide the team in designing, operating and maintaining complex distributed systems, ensuring reliability, performance, and cost-efficiency while querying petabytes of data for our customer data platform (CDP). Responsibilities In this role, you’ll: * Own and deliver robust, high-scale routing experiences for Data platforms & pipelines for Twilio Segment. * Champion team growth and success, prioritizing mentorship and individual development. * Architect and operate always-available, complex distributed systems in cloud environments. * Guide technical decisions, articulating trade-offs between cost, performance, and reliability. * Advocate for agile processes, continuous integration, and robust automation. * Translate complex technical strategies into actionable plans for diverse stakeholders, including Product Managers and Architects. Qualifications  Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to 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: * 14+ years of engineering experience with a 5+ year proven track record managing software teams. * Bachelor’s or Master’s degree in Computer Science, Engineering, or related field. * Proven experience managing multiple workstreams within the team. * Demonstrated commitment to driving an AI-centric engineering mindset and providing mentorship on leveraging AI-enabled development platforms. * Technical depth in distributed systems, high-scale ingestion, and cloud-native architecture. * Hands-on experience with high-scale messaging/streaming systems and processing engines (several thousand events/sec).  * Excellent communication, problem-solving, and operational excellence skills. Desired: * Demonstrated experience identifying, prototyping, and deploying GenAI/LLM solutions to solve real-world engineering or data processing challenges. * Expert programming experience in Go or similar object-oriented languages. * Proficiency with datastores, distributed caching, and container technologies (Docker/Kubernetes).  * Experience with modern CI/CD pipelines and observability tools (Datadog, Grafana, Prometheus). * Familiarity with AI/ML technologies. * Experience managing and operating AWS infrastructure * Experience working in a geographically distributed team.  Location  This role will be remote, and based in India (only in Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi). Travel  We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings. What We Offer Working at Twilio offers many benefits, including competitive pay, 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. 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

Who we are  At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! . See yourself at Twilio Join the team as Twilio’s next Engineering Manager on Twilio’s Flex product team. About the job This position is needed to manage the Flex Billing & Backend team of software engineers to own and extend the feature set offering to customers and therefore the overall solution reach of Flex. Flex is Twilio’s contact center platform and is a unique solution that provides customers with the building blocks they need to build a fully customized contact center solution to meet their needs. Responsibilities In this role, you’ll: * Own and deliver delightful experiences for Twilio customers while: * Be a champion for your team, setting individuals up for success and putting others’ growth first. * Understand the architecture and processes required to build and operate always-available complex and scalable distributed systems in cloud environments. * Advocate agile processes, continuous integration and test automation. * Be a strategic problem solver and thrive operating in broad scope, from conception through continuous operation of 24x7 services. * Exhibit strong communication skills: in person, or on paper. You can explain technical concepts to product managers, architects, other engineers, and support. Qualifications  Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to 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: * You have a minimum of 10+years experience with 5 years of proven track record of leading and managing software teams. * Experience managing multiple workstreams within the team * Bachelor’s or Master’s degree in Computer Science, Engineering or related field. * Technical Experience with: * REST APIs * Programming languages: Java/GoLang * Relational databases like MySQL * container technologies - Docker/Kubernetes. * modern automated testing and CI/CD pipelines.  * SaaS Telemetry and Observability tools such as Datadog, Graphana, Prometheus. * Excellent problem solving, critical thinking, and communication skills. * Broad knowledge of development environments and tools used to implement and build code for deployment. * Have strong familiarity with agile processes, continuous integration, and a strong belief in automation over toil.  * As a pragmatist, you are able to distill complex and ambiguous situations into actionable plans for your team. * Owned and operated services end-to-end, from requirements gathering and design, to debugging and testing, to release management and operational monitoring.   Desired: Previous experience of the below would be a great plus: * Contact Center and Customer Engagement solutions * Delivering Billing solutions Location This role will be remote, and based in India (Karnataka, Tamil Nadu, Telangana, Maharashtra & New Delhi) Travel  We prioritise connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings. What We Offer Working at Twilio offers many benefits, including competitive pay, 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. 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

Who we are  At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! . See yourself at Twilio Join the team as Twilio’s next Director, Product Management. About the job Twilio is looking for a Director, Product Management, to help deliver on our strategic vision for the Twilio Flex product that is part of the Twilio Platform. In this role, you will be responsible for the features, UI, APIs, Agentic approach, and documentation that powers the Flex product ecosystem. You will help define and drive the roadmap that enables internal teams, partners, third-party developers, and customers to innovate and scale their contact center solutions on Twilio. As a strategic leader, you collaborate closely with other product leaders, Engineering, Architecture, and Go-To-Market teams to deliver robust, scalable, and forward-looking Flex capabilities. As a leader and manager, you will manage and lead a team of strong individual Product Managers. And finally, as a key leader of the Twilio India location, you will help guide and shape the working experience of hundreds of other Twilions as you partner with senior leadership in Bangalore, India. Responsibilities In this role, you’ll: * Define, build, and execute a comprehensive product roadmap for the foundational services, APIs, and developer infrastructure powering the Twilio Flex product ecosystem. * Lead the evolution of Twilio Flex from a standalone application into a set of decomposable, AI-native components, aligning with Twilio’s strategic platform vision. * Provide clear ownership, hands-on product management, managing roadmap execution, and operational oversight for the consolidated Flex Product Management team. * Manage and mentor a team of strong individual Product Managers, fostering a culture of technical rigor, continuous learning, and high performance. * Champion an outstanding customer experience by driving improvements in APIs, SDKs, documentation, and tooling for internal teams, partners, and external developers. * Collaborate closely with Engineering, Architecture, Design, and Go-to-Market teams to deliver robust, scalable, and forward-looking Flex capabilities. * Serve as a key leader for the Twilio India site, partnering with senior leadership in Bangalore to guide and shape the working experience of hundreds of other Twilions. Qualifications  Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to 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: * 15+ years of product management experience, with at least 4 years as a manager leading platform or infrastructure-focused product teams. * Proven experience in developing and managing platform products such as APIs, developer tools, and cloud-native infrastructure. * Strong technical acumen and ability to engage deeply with engineering teams on architectural trade-offs, scalability, and highly distributed systems. * At least 5 years experience working on multi-tenant SaaS and cloud platforms. * Experience in the Contact Center (CCaaS) or Customer Engagement Platform (CEP) space. * Demonstrated ability to hire, manage, and mentor a team of Product Managers. * Bachelor’s Degree or equivalent work experience. Desired: * Familiarity with Voice AI, Agentic frameworks, and AI use in Contact Center products. * Excellent written and verbal communication skills. * Ability to work effectively across time zones with globally distributed teams. Location This role will be remote, and based in India (only in Karnataka, TamilNadu, Maharashtra, Delhi, Telangana). Travel  We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings. What We Offer Working at Twilio offers many benefits, including competitive pay, 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. 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.