Senior Manager, Software Engineering

Summary

Join Twilio as a Senior Engineering Manager on the Flex product team and manage the Experiences team of software engineers. You will own and extend the feature set for Twilio Flex, a contact center platform. Responsibilities include delivering delightful customer experiences, championing team success, understanding complex system architecture, advocating agile processes, and strategic problem-solving. The role requires 14+ years of experience with 5+ years leading software teams, a Bachelor's or Master's degree, and expertise in various technologies. The position is remote-based in India and may involve occasional travel. Twilio offers competitive pay, generous time off, parental and wellness leave, healthcare, and a retirement savings program.

Requirements

• You have a minimum of 14+years experience with 5 years of proven track record of leading and managing software teams
• Experience managing multiple workstreams within the team
• Bachelor’s or Master’s degree in Computer Science, Engineering or related field
• Building Agent/Supervisor experiences using technology stack (ReactJS, Paste design systems, testing frameworks such as Cypress and Selenium)
• Technical Experience with: cloud native technology stack
• REST APIs
• Programming languages: Javascript/Typescript/ReactJS
• Datastores like Aurora, DynamoDB Etc
• Container technologies - Docker/Kubernetes
• Modern automated testing and CI/CD pipelines
• SaaS Telemetry and Observability tools such as Datadog, Graphana, Prometheus, Mixpanel Etc
• Excellent problem solving, critical thinking, and communication skills
• Broad knowledge of development environments and tools used to implement and build code for deployment
• Have strong familiarity with agile processes, continuous integration, and a strong belief in automation over toil
• As a pragmatist, you are able to distill complex and ambiguous situations into actionable plans for your team
• Owned and operated services end-to-end, from requirements gathering and design, to debugging and testing, to release management and operational monitoring

Responsibilities

• Own and deliver delightful contact-center persona experiences for Twilio Flex customers
• Be a champion for your team, setting individuals up for success and putting others’ growth first
• Understand the architecture and processes required to build and operate always-available complex and scalable distributed systems in cloud environments
• Advocate agile processes, continuous integration and test automation
• Be a strategic problem solver and thrive operating in broad scope, from conception through continuous operation of 24x7 services
• Exhibit strong communication skills: in person, or on paper. You can explain technical concepts to product managers, architects, other engineers, and support

Preferred Qualifications

• Previous experience with: Communications: Voice (Telephony systems) and Digital
• Contact Center and Customer Engagement solutions

Benefits

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