Senior Manager, Software Engineering (L5)

Twilio; United States; Remote; USD 150,000 - 200,000; Full time

Job summary

Twilio is seeking a manager for the Flex TaskRouter Proxy team to enhance routing experiences for its contact center platform. The role demands extensive experience in managing software teams, as well as skills in problem-solving and communication. Ideal candidates will have a technical background in distributed systems and will advocate for agile processes. You will play a vital role in delivering delightful customer engagement solutions utilizing modern technology stacks.

Qualifications

• 14+ years of experience with 5 years leading software teams.
• Experience managing multiple workstreams within the team.
• Strong familiarity with agile processes and continuous integration.

Responsibilities

• Own and deliver routing experiences for Twilio Flex customers.
• Champion team success and prioritize growth.
• Understand and operate complex distributed systems.

Skills

Leadership

Communication

Problem Solving

Critical Thinking

Education

Bachelor's or master's degree in Computer Science, Engineering, or related field

Tools

Docker

Kubernetes

REST APIs

Datastores like Aurora, DynamoDB

CI/CD pipelines

SaaS Telemetry and Observability tools

Job description

This position is needed to manage the Flex TaskRouter Proxy team of software engineers to own and extend the feature set offering to customers and therefore the overall solution reach of Flex.

Flex is Twilio's contact center platform and is a unique solution that provides customers with the building blocks they need to build a fully customized contact center solution to meet their needs.

Responsibilities

• Own and deliver delightful routing experiences for Twilio Flex, TaskRouter Proxy customers.
• Be a champion for your team, setting individuals up for success and prioritizing others' growth.
• Understand the architecture and processes required to build and operate always-available complex and scalable distributed systems in cloud environments.
• Advocate for 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 teams.

Qualifications

*Required:

• You have a minimum of 14+ years of 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.

Technical Experience with:

• Distributed Routing and Orchestration using cloud-native technology stack.
• REST APIs.
• Programming languages: Java/GoLang.
• Datastores like Aurora, DynamoDB, etc.
• Distributed Cache.
• Container technologies - Docker/Kubernetes.
• Modern automated testing and CI/CD pipelines.
• SaaS Telemetry and Observability tools such as Datadog, Grafana, Prometheus.

• Excellent problem solving, critical thinking, and communication skills.
• Broad knowledge of development environments and tools used to implement and build code for deployment.
• Strong familiarity with agile processes, continuous integration, and automation over toil.
• Ability 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, testing, release management, and operational monitoring.

Desired:

• Communications: Voice (Telephony systems) and Digital.
• Contact Center and Customer Engagement solutions.
• AI/ML and associated digital technologies for providing delightful contact center experiences using technologies such as Google CCAI.