The opportunity
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.
What you'll do
Architect and build the systems that encode how GCS operates: account health observability, intelligent routing, knowledge retrieval, and workflow automation across our TAM, PS, and EM motions; including cost optimization.
Build AI workflows using the Anthropic Claude API, Claude Agent SDK, and: Claude Code, including MCP (Model Context Protocol) servers that connect agents to Slack, Jira, Zendesk, Grafana, Airtable, and internal Twilio systems.
Partner with CXO to design the decision frameworks that determine when: systems act autonomously, when humans stay in the loop and own the guardrails — edge cases caught, prompt injection blocked, unintended behaviors prevented — that keep failure rates low.
Extend GCS's observability and analytics foundation with production-quality: dashboards and integrations across Grafana (ClickHouse-backed), Salesforce, Tableau, Looker, and Airtable — choosing the right tool for the audience and data source rather than defaulting to one platform.
Operate within CXO's vetting-and-graduation governance model, and help mature: it: versioning, evaluation frameworks, A/B testing, and systematic performance measurement across scenarios with GCS specific focus.
Instrument everything you build: retrieval accuracy, action success rates, deflection, and failure patterns — and tie technical performance to GCS outcomes like time to value, resolution rate, cost-per-ticket, and time-to-resolution.
What they're looking for
- Translate complex system behavior into plain language for director and: executive audiences while producing clear technical documentation for the teams who depend on your systems.
- + years of experience building production software or technical systems, in: roles such as platform engineering, solutions architecture, or hands-on technical program management.
- Production-quality proficiency in Python and/or TypeScript (Node.js), with: fluency in REST API integration fundamentals: authentication (OAuth 2.0, API keys, token refresh), webhooks, pagination, rate limiting, error handling and retries, and JSON transformation.
- Hands-on experience building AI systems with large language models: tool use / function calling, structured outputs, prompt architecture, and evaluation harnesses — including building and deploying MCP servers to connect enterprise systems.
