Principal Presales Engineer, Product Specialist

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!

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Join the team as Twilio’s next Principal Product Specialist - Voice, AI & CPaaS!

This position is needed to serve as the premier Voice and AI technical authority for Twilio’s ISV and HighTech verticals in NAMER. You will partner with sales and SE teams to consult on complex, multi-product opportunities, moving beyond high-level design into hands-on technical validation. As a P4, you are expected to be a "Builder"—creating the technical assets, prototypes, and playbooks that enable our field teams to win in these highly competitive sectors

In this role, you’ll:

• →Develop your expertise of the Twilio platform, use cases and buyer personas,  while staying current on CPaaS, contact center, and customer engagement industry trends
• →Vertical-Specific Solution Design: Scope and build multi-product architectures specifically tailored for ISV and HighTech platforms, focusing on embeddable voice, AI-driven automation, and global scale.
• →Technical Deep-Dives & Prototyping: Support SEs by moving from architecture diagrams to "hands-on-keyboard" validation, including building proof-of-concepts (PoCs) or custom integrations.
• →The "Technical Win": Lead the technical validation phase for complex deals, ensuring Twilio’s products (Voice, Flex, AI) fit seamlessly into the customer's existing ecosystem.
• →Field-to-Product Feedback Loop: Document technical shifts and "novel" solution patterns within the NAMER market to influence the R&D roadmap for ISV-specific features.

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!

• Experience: 5+ years of progressive presales or solution architecture experience, specifically in designing and validating complex, multi-product solutions.
• Domain Expertise: 2+ years of demonstrated expertise in CPaaS, Voice, and/or Contact Center solutions.
• Technical Breadth: Proficiency in designing across multiple channels including Voice, SMS, Chat, and AI-driven routing/IVR.
• Hands-on Validation: Demonstrated ability to move beyond slides into technical validation, including the ability to build prototypes or Proof of Concepts (PoCs).
• Vertical Literacy: Strong understanding of technical requirements for ISV and HighTech sectors, such as multi-tenancy, platform-level scaling, and AI latency.
• Communication: Excellent verbal and written skills, with the ability to translate "code-level" complexity into compelling value-based stories for stakeholders

• Vertical-Specific Success: Prior experience selling specifically to ISV or HighTech platforms in a specialist or overlay capacity.
• Product Influence: A track record of collaborating directly with Product Management to co-design enhancements based on field observations.
• C-Level Engagement: Experience engaging with and influencing C-level executives at large enterprise or scale-up accounts.
• Advanced Mentorship: Experience mentoring core SE or Sales team members on complex solution sales and technical value-selling.
• Strategic Foresight: Ability to articulate a 2-year technical vision for how AI and Voice will shift within the NAMER market.
• Integration Proficiency: Experience with complex system integrations, particularly CRM, knowledge systems, and API-first architectures.

1. This role will be remote, but is not eligible to be hired in CT, NJ, NY, WA, PA or the surrounding areas of San Francisco, CA, Oakland, CA, or San Jose, CA

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, approximately 20% travel is anticipated to help you connect in-person in a meaningful way. 

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.