Twilio is a cloud communications platform that enables developers to build, scale, and operate real-time communications within software applications.

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See yourself at Twilio

Join the team as our next Product Operations Specialist L2

Because you belong at Twilio
The Who, What, Where and Why

Twilio is seeking an Operations Specialist to join the team that runs Twilio’s phone number operations globally. This role will work directly with customers to help them port their phone numbers into Twilio, procure short codes and Sender IDs, and have access to phone numbers they require for their applications. The Product Operations Specialist II role is the second tier on the Level 1 team. The Product Operations team is a key part of Twilio’s Super Network, whose mission is to provide the infrastructure that catalogs, orchestrates, and delivers the world's connectivity.

 

Who?

As a Product Operations Specialist II, Twilio is looking for someone who lives the Twilio Magic. You also have:

You're thorough, organized, and diligent, and you’re able to prioritize and implement multiple processes.
You’re empathetic and customer centric to the core.
You’re a clear verbal and written communicator.
You’re introspective and committed to continuous self-improvement.
You’re capable of learning quickly and mastering complicated systems.
You’re capable of working independently but also energized from working within a team and cross-functionally to achieve the company's goals.
You’re able to complete tasks in core areas within SLAs.You have 3-4 years of working on an Operations team.
You’re able to complete tasks in core and related areas within SLAs.
 

What?

As a Product Operations Specialist II, you will
Wear the Customer Shoes: Provide support for common customer inquiries received by email to ensure customers have an excellent experience with Twilio.
Draw the Owl: Assess the nature of product or service issues and resolve basic-to-intermediate level problems.
Ruthlessly Prioritize: Log customer interactions and tag/categorize issues accordingly.
Be Bold: Learn new processes across a variety of subject areas and ensure our operations are running smoothly.
Respond to and action incoming carrier partner notifications.
No Shenanigans: Quickly and confidently manage complex issues in a timely manner for customers and internal teams.
Doesn’t Settle: Effectively respond to intermediate-to-advanced questions from customers (external and internal) in core areas and basic questions across multiple areas.
Be An Owner: Work independently to troubleshoot/determine resolution for issues across multiple areas in your team's domain
Why?
On the Product Operations team, our primary goal is operating efficiently to ensure our customers have access to purchase and port phone numbers around the globe. We are focused on operational efficiency to deliver an excellent customer experience. We are a key part of Twilio’s Super Network, whose mission is to provide the infrastructure that catalogs, orchestrates, and delivers the world's connectivity.

Twilio is a company that is empowering the world’s developers with modern communication in order to build better applications. Twilio is truly unique; we are a company committed to your growth, your learning, your development, and your entire employee experience. We only win when our employees succeed, and we're dedicated to helping you develop your strengths. We invest in weeks dedicated to tackling hard problems and creating your own ideas. We have a cultural foundation built on diversity, inclusion, and innovation, and we want you and your ideas to thrive at Twilio

Qualifications 

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also 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:

Willingness to work flexibly in rotational schedules. 
You have 3-4 years of experience working cases in the operations in the customers facing teams, preferably within an eCommerce or Telecommunications organization.
You have basic technical skills including basic SQL and an understanding of APIs and data analytics.
You’re empathetic and love working with customers and carriers to solve their problems and questions, backed with data. 
You are detail-oriented with great organizational skills and comfortable with ambiguity.
You have above average written and verbal communication skills and are able to articulate concepts/ideas in a clear, concise manner.  
You are willing to collaborate with communications partners and players in the industry to resolve issues, troubleshoot, and build trust.
You have good time management and organizational skills and are comfortable working under pressure. 
Desired:

Has knowledge of SQL, Looker, Tableau or similar data extraction and data visualization tools 
Understanding APIs and related technologies
Background in telecommunications is desired. 
Location

 This role will be based remotely in India (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi)

Shift Timings - 5.30 am to 2.30pm / 3.30pm to 12.30am IST hours, Rotational once in two or three months - based on business requirements may have to continue in the same shifts. Flexible! 



⚙️ Product Operations Specialist L2


Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.

Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a global company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business.

About the job
This role is pivotal in shaping the future of communication. Twilio Flex, our fully programmable cloud contact center, powers mission-critical interactions for brands like Lyft, Shopify, and Nike.

As a Staff ML Engineer, you will build, evaluate, and maintain scalable Machine Learning models that fuel real-time Flex use cases. Your expertise will be key to delivering innovative solutions that empower Flex users. You will be collaborating with a diverse team of engineers, architects, product managers, UI/UX designers, and partners to build the ML and data-driven algorithmic capabilities of Twilio Flex.

Responsibilities
In this role, you’ll:

Lead the design and development of machine learning solutions, ensuring accuracy, performance, security, and scalability
Partner with Product Managers, Tech Leads and other stakeholders to analyze business problems and design solutions
Design and implement tools and processes to evaluate accuracy and performance of models
Help to define ML strategy for the organization, leveraging state-of-the-art Machine Learning, Deep Learning and Gen AI to address the business problems
Drive high engineering standards on the team; mentor and provide technical guidance to junior and mid-level engineers, promoting best practices and coding standards
Ensure a high operational standard to meet Twilio’s SLOs and Customers expectations
This role will be remote, and based in India
For this role, you may be required to travel up to once a quarter to participate in project or team in-person meetings
Qualifications 
Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also 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:

8+ years of applied ML experience with a track record of building, shipping and maintaining machine learning models in production.
Strong background in the foundations of machine learning and building blocks of modern deep learning, specifically in the area of natural language processing.
Strong knowledge of MLOps concepts related to maintaining models in production such as testing, versioning, model registry, retraining, and monitoring
Deep understanding of ML model implementation cycle (e.g., feature engineering, training/serving, A/B test, model selection, etc.), algorithms (e.g., xgboost, time series models, deep learning, graph neural networks, optimization) and domains (e.g., forecasting, personalization and recommendation system, NLP, embedding representation)
Experience with Retrieval Augmented Generation, Large Language Models and prompt engineering
Proficiency in Python or Java and familiarity with design patterns.
Extensive experience in technologies such as PyTorch, Tensorflow, Scikit-learn, Kubeflow, SageMaker etc
Demonstrated ability to ramp up, understand, and operate effectively in new application / business domains.
Good written and verbal communication skills - You are confident in writing down and presenting your designs and decisions throughout the development lifecycle. You are also comfortable providing and receiving feedback in an Agile environment.
Desired:

Knowledge of Java and system design concepts
Understanding of Experience with CI/CD pipelines and automated deployment processes.
Experience with either AWS, Azure, or Google Cloud and technologies
Location
This role will be remote and based in India (Karnataka, Tamil Nadu, Telangana, Delhi, Maharashtra)



👨🏻‍💻 Machine Learning Engineer


See yourself at Twilio

Twilio is seeking a Staff Product Designer to join our Design Systems team.

Who we are & why we’re hiring

Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.

Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a global company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business.

About the job

In this role, you will be empowered to create a best-in-class and inclusive-by-default UX platform, Paste, that helps designers and engineers express and build sophisticated user experiences. Your work will involve defining and designing robust, easy-to-use, and reusable components, patterns, and flows. You’ll think platform-first, and prioritize high-quality communication and great documentation. You’ll be part of creating a UX platform to power the next generation of the Twilio customer engagement platform, used by internal Twilions and Twilio customers.

About the team

The Design Systems team is a platform that serves internal and external customers by delivering tools and processes that enable great customer experiences. The team powers critical parts of Twilio’s current products and is responsible for designing the next generation of its user experiences. The team is currently 2 product designers and 2 UX engineers.

Skills & responsibilities

Design and ship high-quality user interfaces, components, and patterns in a systematic, detail-oriented way. Ensures the coded implementations are consistent with designs.
Proficient in maintaining component and style libraries in Figma.
Has a solid understanding of visual design, typography, color, and hierarchy.
Has a strong interest in creating beautiful, accessible experiences, and has an eagerness to learn and apply WCAG 2.1 AA guidelines.
Use research and evidence to improve and evaluate solutions for customers, developers, and designers.
Contribute candid feedback to design critiques throughout the UX team to support designers in building polished customer experiences.
Collaborate frequently with UX, Engineering, Brand, and Product to ensure a cohesive design language across the entire customer experience.
Create clear, concise documentation to align expectations, goals, and guidelines among cross-functional teams.
Qualifications 

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also 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:

Demonstrated ability to lead and refine comprehensive user-centered designs, guiding junior designers and collaborating seamlessly with cross-functional teams to ensure exceptional user experiences across products.
Ships high-quality user interfaces and flows in a systematic, detail-oriented way. Ensures the coded implementations are consistent with designs.
A portfolio showcasing a breadth and depth of projects that highlight mastery in tackling complex design challenges, with a focus on driving strategic design decisions and delivering impactful solutions.
Actively advocates for and implements best practices in design and research methodologies, influencing organizational strategy and decision-making at a senior level.
Strong ability to provide guidance and mentorship to peers of all levels, fostering a culture of continuous improvement through constructive feedback and effective communication. 
Strong communication, facilitation, and presentation skills.
Proven ability to excel in fast-paced environments, with a track record of driving initiatives forward with resilience and adaptability.
Desired:

Has 8+ years of industry experience and a related degree or equivalent experience in software interface design and/or development. Bachelor’s or Master’s in the field of Human Computer Interaction or Design is a nice to have.
Experience at a SaaS software company serving B2B customers.
Location 

This role will be remote, and based in India.



🎨 Staff Product Designer

Who we are & why we’re hiring

Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.

Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a global company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business.

About the job

This position is needed to fill the role of Billing Operations Analyst.

Implements billing operations to maximize effectiveness and accuracy. Audits the accuracy of billing information entered in the system and monitors the operation of the billing systems. Develops solutions to billing issues and works with systems design to implement new features. May work on billing projects with Billing Operations Mgmt.

Responsibilities

In this role, you’ll:

Learn how to read customer contracts.
Implement customer pricing in the system
Review contracts that are implemented.
Assist other teams as required throughout the quarter.
Take part in Month/Quarter/Year End close activities.
Qualifications 

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also 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:

Strong experience in the area of Billings / Revenue / Order to Cash.
Strong experience in AR, reconcillation, verification
Demonstrated problem-solving, strong interpersonal and communication skills.
Experience working with Airtable, Oracle, Zuora and Salesforce is advantageous, although not essential.
Solid experience working with large volume transactions with strong attention to detail.
Advanced Excel user: able to handle very large raw data sets using pivots and other functions such as VLOOKUPS.
2+ years experience in an Operations role.
Periodic weekend work will also be essential for this role.
Third level qualification in Accountancy, Finance or a Business related discipline or equivalent experience.
Excellent written and verbal communication skills.
Ability to influence and build effective working relationships with all levels of the organization.
Location

This role will be located in our Bangalore, India office or alternatively working remotely in India.

🏦 Billing Operations Analyst

About the job
This role is pivotal in shaping the future of communication. Twilio Flex, our fully programmable cloud contact center, powers mission-critical interactions for brands like Lyft, Shopify, and Nike.

As a Staff ML Engineer, you will build, evaluate, and maintain scalable Machine Learning models that fuel real-time Flex use cases. Your expertise will be key to delivering innovative solutions that empower Flex users. You will be collaborating with a diverse team of engineers, architects, product managers, UI/UX designers, and partners to build the ML and data-driven algorithmic capabilities of Twilio Flex.

Responsibilities
In this role, you’ll:

Lead the design and development of machine learning solutions, ensuring accuracy, performance, security, and scalability
Partner with Product Managers, Tech Leads and other stakeholders to analyze business problems and design solutions
Design and implement tools and processes to evaluate accuracy and performance of models
Help to define ML strategy for the organization, leveraging state-of-the-art Machine Learning, Deep Learning and Gen AI to address the business problems
Drive high engineering standards on the team; mentor and provide technical guidance to junior and mid-level engineers, promoting best practices and coding standards
Ensure a high operational standard to meet Twilio’s SLOs and Customers expectations
This role will be remote, and based in India
For this role, you may be required to travel up to once a quarter to participate in project or team in-person meetings
Qualifications 
Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also 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:

8+ years of applied ML experience with a track record of building, shipping and maintaining machine learning models in production.
Strong background in the foundations of machine learning and building blocks of modern deep learning, specifically in the area of natural language processing.
Strong knowledge of MLOps concepts related to maintaining models in production such as testing, versioning, model registry, retraining, and monitoring
Deep understanding of ML model implementation cycle (e.g., feature engineering, training/serving, A/B test, model selection, etc.), algorithms (e.g., xgboost, time series models, deep learning, graph neural networks, optimization) and domains (e.g., forecasting, personalization and recommendation system, NLP, embedding representation)
Experience with Retrieval Augmented Generation, Large Language Models and prompt engineering
Proficiency in Python or Java and familiarity with design patterns.
Extensive experience in technologies such as PyTorch, Tensorflow, Scikit-learn, Kubeflow, SageMaker etc
Demonstrated ability to ramp up, understand, and operate effectively in new application / business domains.
Good written and verbal communication skills - You are confident in writing down and presenting your designs and decisions throughout the development lifecycle. You are also comfortable providing and receiving feedback in an Agile environment.
Desired:

Knowledge of Java and system design concepts
Understanding of Experience with CI/CD pipelines and automated deployment processes.
Experience with either AWS, Azure, or Google Cloud and technologies
Location
This role will be remote and based in India (Karnataka, Tamil Nadu, Telangana, Delhi, Maharashtra)

Remote Jobs at Twilio

⚙️ Product Operations Specialist L2

👨🏻‍💻 Machine Learning Engineer

🎨 Staff Product Designer

🏦 Billing Operations Analyst

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👨🏻‍💻 Machine Learning Engineer

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