Twilio is hiring a
Conversational AI Engineer L3

Summary

Join the team as our next Conversational AI Engineer L3! As a Conversational AI Engineer L3 working within the End User Computing & Operations team, you will be responsible for designing, developing, and implementing conversational bots to streamline business processes and improve operational efficiency. You will collaborate with cross-functional teams to identify automation opportunities, gather requirements, and deliver robust automation solutions.

Requirements

• Must live and embody Twilio’s values
• Wear our customer’s shoes and understand their perspective when helping with issues and requests
• Customer-centric mindset, understanding and empathizing with customer perspectives
• Excellent communication skills, including written, verbal, and interpersonal abilities
• Proficiency in supporting endpoint security standards and adhering to defined controls
• Passion for technology and staying up to date with industry trends
• Strong customer service and critical thinking skills, utilizing available resources effectively
• Growth mindset and positive attitude, particularly in ambiguous situations
• Documentation skills, contributing to the knowledge base for self-service support
• Experience using a ticketing system, such as ServiceNow
• Strong organizational, time management, and communication skills
• Flexibility to work in a 24/7 operation and travel between office locations as required
• Humility, willingness to learn and grow from successes and failures
• Adaptability to a fast-paced, changing environment
• Focus on progress rather than perfection
• Transparency, thoughtfulness, and collaboration in business practices
• Willingness to help others and promote a collaborative work environment
• Automation first mindset
• Bachelor’s degree in Computer Science, Engineering, or a related field
• 5+ years of experience in developing AI applications, with a focus on conversational AI
• Strong programming skills in languages such as Python, JavaScript, or Java
• Experience with NLP frameworks (e.g., spaCy, NLTK) and conversational AI platforms (e.g., Dialogflow, Microsoft Bot Framework)
• Proficiency in scripting and automation tools (e.g., PowerShell, Ansible) for deployment and maintenance
• Knowledge of AI/ML techniques, including supervised and unsupervised learning, for enhancing conversational interfaces
• Familiarity with version control systems, especially Git, for collaborative development
• Excellent problem-solving skills and ability to analyze complex technical issues
• Strong communication and collaboration skills to work effectively in cross-functional teams
• Expertise in various programming languages (Java, Perl, Python, C++ etc.)
• Expert working knowledge with JIRA, Slack, power automate, GitHub or similar technologies
• SAFe for Teams
• SailPoint IdentityNow professional or similar certification
• ITIL v4 Foundation or Similar
• Advanced AWS, GCP or Azure certification(s) in the realms of machine learning and API’s
• Google Workplace professional Certification or similar certificate
• ITIL v4 Certification

Responsibilities

• Design, develop, and deploy conversational AI solutions using platforms like Dialogflow, Microsoft Bot Framework, or equivalent
• Collaborate with stakeholders to understand requirements and translate them into effective AI-driven concierge services
• Implement and optimize NLP algorithms and ML models to improve the accuracy and responsiveness of virtual assistants
• Develop and maintain automation scripts and workflows to integrate AI capabilities into EUC operations
• Ensure security and compliance considerations are addressed in AI implementations, working closely with security teams
• Conduct testing and debugging of AI applications to ensure reliability, scalability, and seamless user experience
• Document AI architectures, processes, and best practices to facilitate knowledge sharing and maintain system integrity
• Stay updated with industry trends and advancements in AI bot technologies, applying relevant innovations to enhance our solutions

Benefits

• Generous time-off
• Ample parental and wellness leave
• Healthcare
• A retirement savings program