Principal, Machine Learning Engineer (L5)

About the Position

Join Twilio as our next Principal Machine Learning Engineer in Twilio’s Customer Memory Team. In this role, you will build the foundational AI/ML capabilities that power intelligent engagement experiences for Twilio customers - letting any application, human or AI agent, or channel know who a customer is, what they have done, and how best to reach them.

Responsibilities

• Build out new functionality within a fast-moving product seeing rapid adoption.
• Take a nebulous idea, design a rigorous experiment, and execute it within weeks.
• Conduct deep-dive research into state-of-the-art LLM orchestration, retrieval strategies, and data-driven personalization.
• Build ML systems that hold up at Twilio scale.
• Rapidly acquire new technical skills and knowledge in a fast-paced, high-delivery environment.
• Proactively leverage and integrate the latest AI development stacks to bypass boilerplate engineering and focus on core differentiation.

Requirements

• Required:

  • 10+ years applied ML/AI experience with a track record of owning technically ambitious systems end to end rather than contributing to someone else's design.
  • Comfort operating in a 0-to-1 setting with ambiguous requirements and a strong bias for action.
  • Proficiency in Python programming language.
  • Experience building cloud-based services on AWS, GCP, or Azure, with high-volume data, streaming or real-time inference paths, and a range of data stores.
  • Deep expertise in the design, architecture, and deployment of production-grade ML/AI systems, including LLM orchestration, embedding models, and vector stores.
  • Strong fundamentals of statistical machine learning algorithms, transformer models, LLMs.
  • Ability to raise the technical bar of a team through mentorship, design review, and standards, without formal management authority.
  • Experience in building cloud-based services using AWS, GCP, or Azure.
  • Strong communication skills and highly effective collaborator who works well with teammates.

• Desired:

  • Prior experience building autonomous agents that handle multi-turn conversations and maintain long-term context/consistency.
  • Strong background in predictive modeling on user behavior, including experiment design and the causal or counterfactual methods needed when randomization is partial.
  • Prior experience working in a globally distributed team.

We Offer

• Competitive pay
• Generous time off
• Ample parental and wellness leave
• Healthcare
• Retirement savings program
• And much more. Offerings vary by location.

About the Company

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.

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.

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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.