Senior Solutions Engineer

Summary

Join Twilio as a Principal Solutions Engineer on the Strategic Communications team, where you will play a crucial role in enabling customers to build the future of communications. This position focuses on the Strategic segment, working directly with Contact Center customers and prospects. As a Principal Solutions Engineer, you will be responsible for delivering the Technical Win and best Product Fit to customers, leading the technical pre-sales relationship, driving technical discovery, proposing technical architectures, demonstrating the product, anticipating concerns, and offering creative solutions. You will build customer trust in Twilio's solutions and be comfortable engaging with CEOs or sketching out API flows on a whiteboard with customer software engineers. This role offers autonomy, leadership opportunities, and the chance to contribute to the broader Twilio Solutions Engineering community.

Requirements

• 8+ years pre-sales experience selling complex, technical products or 10+ years of professional experience supporting technical products coupled with customer facing experience, particularly in delivery or consulting
• Excellent communicator and presenter able to gain audience confidence
• An engaging storyteller - you can gain audience confidence and communicate complex topics to multiple levels of audience
• Ability to build a deep understanding of a customer’s communications needs and guide them to a technical solution
• Knowledge of contact center skills, including ACD, IVR, NLP, automated dialers, queuing, skilling, VoIP, DID, TFN, DNIS, call recording and screen recording, quality assurance and WFO/WFM, ACD, Email, Web Messaging and SMS
• Previous software development experience or working knowledge in one or more of the following areas
• Backend (Java, C#, Node.js, Python, PHP)
• Web development (JavaScript, HTML/CSS, frontend frameworks - React, Vue.js, Angular)
• Experience building with REST APIs
• Previous experience in Telecom, SIP, or Contact Center
• Experience with sales methodologies
• Bachelor’s and/or Master’s degree in a technical discipline (Engineering, Mathematics, Computer Science) or equivalent practical experience

Responsibilities

• Partner with Account Executives to execute pre-sales activities including opportunity qualification, demonstrations, Proof-of-Concept, RFP, design documentation, technical presentations and enablement sessions
• Help customers achieve success by leading the technical and product sale, recommending best-practice solutions, and guiding them on how to use Twilio’s APIs
• Establish yourself as a trusted advisor to our customers, by taking the lead on understanding customer technical pains through discovery in order to design, demonstrate, and present innovative solutions that solve business challenges
• Build and present highly interactive, complex and engaging customer product demonstrations to help showcase the capabilities of Twilio’s Communications Products, while effectively forming strong customer relationships with both technical and nontechnical stakeholders
• Be Hands-on, high-energy, passionate, and a creative problem solver, equipped with the knowledge of how to get things done and ability to lead others to success
• Take the initiative to identify and solve problems - both for the customer and within the organization as we grow
• Contribute to the broader Twilio Solutions Engineering community through knowledge sharing, constructing demonstration materials, and creating reusable presentations
• Mentor less experienced Solutions Engineers

Preferred Qualifications

Familiarity with cloud platforms (Amazon Web Services, Google Cloud, Microsoft Azure) and cloud application architecture

Benefits

• Competitive pay
• Generous time off
• Ample parental and wellness leave
• Healthcare
• Retirement savings program
• 401(k) retirement account
• Paid sick time
• Paid personal time off
• Paid parental leave
• Commissions