Twilio careers

Twilio careers

Senior Technical Program Manager, Services Tools & Diagnostics

Remote - US · Senior

Sponsorship not specified$188k-$235kDetected 1 day ago
TypeScriptPythonNode.jsCode ReviewGitSQLGrafanaPlatform EngineeringRESTOAuthData VisualizationLLMsRAGA/B TestingJiraSalesforceAccount ManagementZendeskCommunicationPlain Language

About the role

  • As we continue to revolutionize how the world interacts, we're acquiring new skills and experiences that make work feel truly rewarding.
  • We use Artificial Intelligence (AI) to help make our hiring process efficient.

Responsibilities

  • 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.
  • 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.
  • Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

Requirements

  • Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply.
  • 7+ years of experience building production software or technical systems, in roles such as platform engineering, solutions architecture, or hands-on technical program management.
  • Demonstrated ability to translate business requirements into system specifications and explain complex technical behavior to non-technical stakeholders.
  • Experience with Zendesk or similar service platforms, including APIs, triggers, and routing logic.
  • Experience defining metrics and observability for AI systems in production, and running structured A/B tests or evaluations.
  • Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.
  • 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:
  • 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.
  • Deep understanding of how large language models work: how they reason, where they fail, and why. Fluency in RAG architectures, prompt engineering patterns, and agent frameworks.
  • Dashboard and application development experience across Grafana (data sources, panels, variables, dashboard-as-code, alerting), Salesforce (SOQL, report types, Lightning reports and dashboards), Tableau (data modeling, calculated fields, LOD expressions, publishing to Tableau Cloud or Server), Looker (LookML modeling, Explores, derived tables, publishing to dashboards), and Airtable (base/table design, automations, scripting extensions, API integration) - with the judgment to choose the right tool for a given audience and data source.
  • Strong engineering practices: Git-based version control, code review, basic CI, and least-privilege patterns when handling customer data.
  • Desired:
  • Experience embedded in a support or professional services organization, building systems for the teams doing the work.

Skills

  • Your career at Twilio is in your hands.
  • That said, every hiring decision is made by real Twilions!
  • See yourself at Twilio
  • About the job
  • Advanced SQL, including analytical queries against columnar stores such as ClickHouse.

Compensation

  • The estimated pay ranges for this role are as follows:
  • Based in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont or Washington D.C.: 188,240.00 - 235,300.00
  • Based in New York, New Jersey, Washington State, or California (outside of the San Francisco Bay area):199,280.00 - 249,100.00
  • Based in the San Francisco Bay area, California: 221,360.00 - 276,700.00
  • The successful candidate's starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location.

Benefits

  • 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.
  • health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.

Company info

  • 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!
  • Join the team as our next Senior Technical Program Manager, Service Delivery Systems on the Global Customer Services (GCS) Strategy & Operations team.
  • We are looking for a hands-on technical builder to join the GCS Strategy & Operations organization.
  • You'll design and build systems, including AI workflows that operate within the Customer Experience Operations (CXO) governance model and you'll be accountable to
  • 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.

Equal opportunity

  • Twilio is proud to be an equal opportunity employer.
  • equal opportunity employer.
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This listing is sourced directly from Twilio careers's careers page and normalized into a canonical job model.