Principal, Machine Learning Engineer (L5)

Twilio Inc.; United States; Remote; USD 180,000 - 260,000; Full time

Benefits offered by this job

Healthcare

Generous time off

Wellness leave

Retirement savings program

Job summary

Twilio Inc. is hiring a Principal Machine Learning Engineer for the Customer Memory Team. You will craft foundational AI/ML capabilities powering intelligent engagement for customers, bridging theory, experimentation and production-grade software.

You will lead rapid research cycles on contextual intelligence and large-scale ML problems to deliver seamless, personalized interactions. The role requires a builder mindset, mentorship, and the ability to collaborate across teams while delivering

Qualifications

• 10+ years applied ML/AI experience with end-to-end systems.
• Comfort in 0-to-1 settings with ambiguous requirements.
• Proficiency in Python programming.
• Experience building cloud-based services on AWS, GCP or Azure with large data.
• Deep expertise in ML/AI systems including LLM orchestration and vector stores.
• Strong understanding of transformer models and ML fundamentals.
• Ability to elevate a team's technical bar through design reviews.

Responsibilities

• Build new functionality in a fast-moving product with rapid adoption.
• Design experiments and execute them within weeks.
• Research LLM orchestration, retrieval strategies, and personalized data use.
• Build scalable ML systems and production-grade software.
• Continuously learn new AI stacks and apply them to core differentiation.
• Mentor teammates and contribute to standards without formal management.

Skills

Python

LLM orchestration

Statistical ML

Mentorship

Cloud services (AWS/GCP/Azure)

Data modeling

Transformer models

Communication & collaboration

Tools

AWS

GCP

Azure

Job description

Who we are

At the company, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions tohundreds of thousands of businessesand empower millions of developers worldwide to craft personalized customer experiences.

Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at the company is in your hands..

Hiring and how we work

We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!

Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings..

See yourself at the company

Join the team as our next Principal Machine Learning Engineer in the company’s Customer Memory Team.

About the job

In this role, you will build the foundational AI/ML capabilities that power intelligent engagement experiences for the company customers - letting any application, human or AI agent, or channel know who a customer is, what they have done, and how best to reach them.

This role requires a builder and curious mindset, someone who can bridge the gap across theoretical research, production-grade experimentation and enterprise quality software. You will lead rapid research cycles to solve complex problems regarding contextual intelligence and large scale ML problems ensuring every interaction feels seamless and personalized.

Responsibilities

In this role, you’ll:

• Build out new functionality within a fast moving product seeing rapid adoption.

• Take a nebulous idea, design a rigorous experiment, and execute it within weeks.

• Conduct deep-dive research into state-of-the-art LLM orchestration, retrieval strategies, and data-driven personalization.

• Build ML systems that hold up at the company scale.

• Rapidly acquire new technical skills and knowledge in a fast-paced, high-delivery environment.

• Proactively leverage and integrate the latest AI development stacks to bypass boilerplate engineering and focus on core differentiation.

Qualifications

the company values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering the company. We are always looking for people who will bring something new to the table!

*Required:

• 10+ years applied ML/AI experience with a track record of owning technically ambitious systems end to end rather than contributing to someone else’s design.

• Comfort operating in a 0-to-1 setting with ambiguous requirements and a strong bias for action.

• Proficiency in Python programming language.

• Experience building cloud-based services on AWS, GCP, or Azure, with high-volume data, streaming or real-time inference paths, and a range of data stores.

• Deep expertise in the design, architecture, and deployment of production-grade ML/AI systems, including LLM orchestration, embedding models, and vector stores.

• Strong fundamentals of statistical machine learning algorithms, transformer models, LLMs

• Ability to raise the technical bar of a team through mentorship, design review, and standards, without formal management authority.

• Experience in building cloud-based services using AWS, GCP, or Azure.

• Strong communication skills and highly effective collaborator who works well with teammates.

Desired:

• Prior experience building autonomous agents that handle multi-turn conversations and maintain long-term context/consistency.

• Strong background in predictive modeling on user behavior, including experiment design and the causal or counterfactual methods needed when randomization is partial.

• Prior experience working in a globally distributed team.

Location

This role will be remote, and based in India - Karnataka, Tamil Nadu, Telangana State, Maharashtra and New Delhi.

Travel

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

What We Offer

Working at the company offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

the company thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call the company Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

.Stay alert to recruitment fraud

We care about your safety. Scammers sometimes impersonate the company recruiters through fake job postings, emails, websites, or messages. Please ensure you are engaging with an official @the company.com email address. We will never ask for payment, gift cards, cryptocurrency, or banking information during the recruiting process. We do not make job offers without a formal interview process or conduct interviews exclusively through text-based messaging apps.

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the company is proud to be an equal opportunity employer.

We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Addi