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Join Twilio's Customer Memory Team as a Principal Machine Learning Engineer to build foundational AI/ML capabilities that power intelligent engagement experiences. You will work on systems that enable applications, AI agents, and channels to understand customer identity, history, and optimal engagement strategies.
In this role, you'll take ownership of technically ambitious systems end-to-end, bridging theoretical research, production-grade experimentation, and enterprise-quality software. You will lead rapid research cycles to solve complex problems in contextual intelligence and large-scale ML, ensuring every customer interaction feels seamless and personalized.
Key responsibilities include:
- Building new functionality within a fast-moving product experiencing rapid adoption
- Designing rigorous experiments from nebulous ideas and executing them within weeks
- Conducting deep-dive research into state-of-the-art LLM orchestration, retrieval strategies, and data-driven personalization
- Building ML systems that scale to Twilio's infrastructure demands
- Rapidly acquiring new technical skills in a fast-paced, high-delivery environment
- Leveraging and integrating the latest AI development stacks to focus on core differentiation
- Raising the technical bar of the team through mentorship, design review, and standards without formal management authority
This is a remote role based in India (Karnataka, Tamil Nadu, Telangana, Maharashtra, or New Delhi). You may be required to travel occasionally for team in-person meetings and customer engagements.
Requirements:
- 10+ years of applied ML/AI experience with a track record of owning technically ambitious systems end-to-end
- Comfort operating in 0-to-1 settings with ambiguous requirements and strong bias for action
- Proficiency in Python programming
- Experience building cloud-based services on AWS, GCP, or Azure with high-volume data, streaming or real-time inference paths, and diverse data stores
- Deep expertise in design, architecture, and deployment of production-grade ML/AI systems, including LLM orchestration, embedding models, and vector stores
- Strong fundamentals in statistical machine learning algorithms, transformer models, and LLMs
- Ability to raise technical bar through mentorship and design review without formal management authority
- Strong communication skills and effective collaboration
Desired qualifications:
- Prior experience building autonomous agents handling multi-turn conversations with long-term context/consistency
- Strong background in predictive modeling on user behavior, including experiment design and causal/counterfactual methods
- Experience working in globally distributed teams
About Twilio
SaaS / Enterprise Software — authentication and identity infrastructure for developers.
