Principal Solutions Engineer, Twilio

• 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

Desirable

• This position is needed to enable our customers to build the future of communications
• The Principal Solutions Engineer is a critical part of the sales team focused on our Strategic segment, working directly with our Contact Center customers & prospects
• Twilio’s Principal Solutions Engineers are responsible for delivering the Technical Win and best Product Fit to our customers
• They lead the technical pre-sales relationship, drive technical discovery, propose technical architectures, demonstrate the product, anticipate concerns and offer creative solutions
• They build customer trust in Twilio’s solutions
• Principal Solutions Engineers should be comfortable engaging a CEO or sketching out an API flow on a whiteboard with customer software engineers
• As a Principal Solutions Engineer you will be fully autonomous
• You will be capable of driving the technical side of all but the most complex opportunities independently
• Furthermore, you will provide leadership and deal support within the Solutions Engineer organization, driving the design and execution of medium to large projects with feedback from other engineers, participating in architectural decisions on the team, and coordinating with other Twilio teams such as product
• 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

• Applications for this role are intended to be accepted until March 21st, 2025 but may change based on business needs