Senior Engineering Manager (L5)

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 Senior Manager, Machine Learning on Twilio’s Conversation Memory team. About the job This position is critical to leveraging Twilio’s massive data ecosystem and communication scale to build foundational platform capabilities for the next generation of conversational AI, specifically by owning the development of 0-to-1 platform features that empower developers to build sophisticated, context-aware customer engagement applications. This is a highly technical, hands-on role, requiring a "player-coach" mentality to actively contribute technical expertise, bridge the gap between theoretical research and production-grade experimentation, and provide strategic direction to the team, rather than being purely a people manager. The leader in this role must demonstrate a strong bias for action, establishing a high-performing engineering setup that enables rapid iteration, experimentation, and deployment of models in this 0-to-1 setting. Furthermore, they will be responsible for working closely with cross-functional stakeholders to translate ambiguous business problems into a clear, prioritized product roadmap and communicate progress and updates to leadership. Responsibilities In this role, you’ll: * Collaborate with other engineering teams and cross functional teams to translate ambiguous business problems into a clear, prioritized ML product roadmap for your team. * Have a 'player-coach' mentality, and contribute hands-on technical expertise while providing strategic direction and mentorship to the team. * Establish a high-performing engineering setup that enables the team to rapidly iterate, experiment, and deploy models, fostering a culture of operational excellence and close partnership with product and business stakeholders. * Drive continuous improvement in the team's processes, tooling, and infrastructure to optimize for velocity, quality, and maintainability. * Actively monitor the ML and AI landscape to ensure the team is continuously up-to-speed on state-of-the-art research, techniques, and tools, promoting their strategic adoption where appropriate. * Recruit, manage, and develop a diverse and highly-skilled team of Machine Learning Engineers, setting clear goals and expectations, and providing timely and actionable feedback. * Define and track key performance indicators (KPIs) to measure the impact and success of the team’s ML products, communicating results clearly to leadership and stakeholders. * Manage project timelines, dependencies, and risks, ensuring timely delivery of high-quality, reliable, and scalable ML solutions. 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: * Bachelors in Computer Science, Engineering, or a related field. * 10+ years of experience in Applied ML or AI, including 3+ years of either leading a team of Machine Learning Engineers or data scientists. * Proven experience defining and executing a multi-year technical vision and strategy for a large-scale, complex ML platform or product. * Deep expertise in the design, architecture, and deployment of production-grade ML/AI systems, including deep knowledge of LLM orchestration, embedding models, and vector stores. * Extensive experience with ML Ops and LLM Ops patterns, including designing and implementing rigorous evaluation metrics for non-deterministic AI features at scale. * Strong background in building cloud-based services using AWS, GCP, or Azure, with experience managing high-volume data and various data stores. * Experience in recruiting, hiring, and scaling high-performing Machine Learning or engineering teams. * Exceptional communication and collaboration skills, with a proven ability to mentor engineers, influence product direction, and drive results across multiple teams. Desired: * A Master's or Ph.D. in Computer Science, Machine Learning, Data Science, Statistics, or a closely related quantitative field from a top-tier university. * A track record of relevant publications at top ML conferences or significant open-source contributions. * Experience working on conversational AI agents. * Experience working in a geographically distributed setting. Location This role will be remote, and based in India - <Karnataka, Tamil Nadu, Telangana State, Maharashtra and New 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 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.

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 Software Architect, (L6). About the job This position is needed to define and drive architectural vision, strategy, and alignment across multiple products and domains at company scale. As a senior-most technical leader, you’ll set long-term technical vision, establish architectural guardrails, and ensure coherence across distributed systems and platforms. You will drive cross-organizational initiatives, solve complex and ambiguous technical challenges, and elevate the technical standard for Twilio company-wide. Responsibilities In this role, you'll: * Set and communicate long-term architectural vision, aligning teams and leadership across Twilio. * Lead cross-product architecture reviews, standardize engineering practices, and drive foundational technical investments. * Solve the most complex, ambiguous technical challenges at platform and company-wide scale. * Mentor and guide principal and staff engineers, fostering a culture of engineering excellence and continuous improvement. * Partner closely with product, engineering, and executive leaders to shape strategic direction and technical investments. 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 experience designing and scaling distributed systems and platforms. * Demonstrated ability to set technical vision and strategy at an enterprise or company-wide level. * Expertise in system design, reliability, scalability, security, and cost optimization for large-scale architectures. * Experience leading cross-functional initiatives and resolving highly complex, ambiguous technical problems. * Proven record of mentoring senior engineering talent and elevating organizational standards. * Exceptional written and verbal communication, influence, and leadership skills. * Bachelor’s degree in Computer Science, Engineering, or related field (or equivalent practical experience). Desired: * Experience in cloud-native, multi-region systems and architecture patterns. * History of driving adoption of engineering standards across multiple business units or product lines. * Experience with observability, platform capabilities, and data architecture at scale. * Open-source project leadership or significant external technical impact. * Prior experience in high-growth SaaS, communications, or platform companies Location  This role will be remote, and based in India (Karnataka, Telangana, Maharashtra, Delhi, Tamilnadu). 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.