Principal Solution Engineer

Who we are At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and 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 Twilio is in your hands. We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! . See yourself at Twilio Join the team as our next Principal Solutions Engineer for our Twilio Communications APJ team. About the job The Twilio Solutions Engineer is both highly technical and a skilled executive relationship builder. They are comfortable showing an engaging communications experience to a CEO or sketching out a flow on a whiteboard with technical decision makers. This role sits at the intersection of communications, AI, and experience design. You will help customers across APJ — design and build next-generation customer engagement experiences powered by Twilio’s Customer Engagement Platform. These experiences increasingly blend voice, messaging, autonomous and human-assisted agents, and intelligent workflows to create interactions that feel natural, trusted, and brand-aligned. As a Solutions Engineer, you lead the technical and experiential win: shaping how customers think about conversations, designing intelligent flows, prototyping solutions, and translating business intent into scalable architectures. You will guide customers not just on what to build with Twilio, but how those experiences should behave when humans and AI work together. Responsibilities In this role: How we work with customers Twilio Solutions Engineers take an experience-led, design-driven approach to customer engagement challenges. We work collaboratively with customers to move from ambiguity to clarity through a structured but flexible process: Discover & empathise – deeply understand customer goals, users, and existing engagement journeys through technical and experiential discovery. Define & reframe – help customers articulate the real problem to solve, not just the technology they think they need. Co-create & prototype – rapidly design and prototype conversational flows, agent experiences, and system architectures using whiteboards, Figma, demos, and live Twilio builds. Validate & iterate – test ideas early through demos, pilots, and Proof-of-Concepts to build confidence and momentum. Scale & succeed – translate validated experiences into secure, scalable architectures that support long-term customer success. This approach ensures customers don’t just buy Twilio — they understand, trust, and successfully adopt it. Your impact Customer understanding & experience strategy Partner closely with Account Executives and customers to understand business objectives, current customer journeys, and engagement challenges. Lead technical and experiential discovery sessions to uncover user needs, communication patterns, pain points, and opportunities across voice, messaging, and digital channels. Translate discovery into clear “as-is” and “to-be” engagement flows, highlighting where automation, AI, and human agents should collaborate. Act as a trusted advisor to senior customer stakeholders, helping them envision how modern, AI-augmented communications can transform their customer and employee experiences. Conversational & interaction design Design and demonstrate intelligent, conversational experiences using Twilio products across voice, messaging, and digital channels. Define interaction patterns, agent behaviours, and escalation paths between autonomous AI, assisted agents, and human teams. Shape conversation flows that are clear, contextual, empathetic, and brand-aligned, ensuring customers understand not just the technology, but the experience it creates. Apply practical principles of conversation design, including intent discovery, error handling, fallbacks, and graceful human hand-offs. Prototyping, demos & proof of value Build compelling demos, prototypes, and Proof-of-Concepts that bring customer engagement stories to life. Rapidly prototype experiences using Twilio: Flex, Conversations, Voice, Messaging, Segment and AI-powered capabilities to validate ideas early. Support strategic pilots in large enterprise accounts, ensuring solutions are technically sound, scalable, and aligned to customer success metrics. Use storytelling and live demonstrations to help customers see themselves in the solution. Collaboration & delivery Work cross-functionally with Twilio Account Executives, Solutions Engineers, Professional Services, Partners, and Product teams to drive deal success. Contribute reusable demo assets, architectures, and best practices to the broader Twilio SE community. Support RFP responses, design documentation, and technical presentations throughout the sales cycle. Qualifications Twilio 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 Twilio. We are always looking for people who will bring something new to the table! *Required: At least 3 years in a technical pre-sales role in CPaaS, SaaS or Telecom space Solid understanding and experience of the sales cycle and the role of a pre-sales engineer Solid understanding of voice protocols (VoIP), SIP implementations or messaging APIs Creativity: you’ll need to be a problem solver, able to collaborate with others to drive success. An engaging storyteller: you can gain audience confidence and communicate complex topics to multiple levels of technical and non-technical audience. Ability to ask the right questions to build a deep understanding of a customer's needs and guide them to a technical solution using Twilio Communications products Desired: Experience designing conversational or AI-assisted experiences, including chatbots, voice bots, or contact centre workflows. Exposure to conversation design concepts such as intents, utterances, entities, error handling, and human-in-the-loop escalation. Hands-on experience with UX / UI design tools such as Figma, FigJam, Sketch, or similar, used to: Practical experience applying Design Thinking methodologies (e.g. empathise, define, ideate, prototype, test) to: Experience with contact centre technologies, CDP, CPaaS, or CCaaS platforms. Understanding of how AI, automation, and human agents can work together in customer engagement scenarios. Knowledge of telecommunications fundamentals like SIP, WebRTC, or large-scale communications systems. Familiarity with sales methodologies and enterprise deal cycles. Advantageous Unicorns Knowledge of public cloud platforms (Salesforce, Amazon Web Services, Google Cloud, Microsoft Azure) and cloud application architectures Experience writing code in one or more of the following areas, multiple areas of experience would be advantageous: Backend (Java, C#, Node.js, Python or PHP) Web (JS, React) Experience with designing and consuming REST APIs Location This role will be remote, and based in Australia. Travel We prioritise connection and opportunities to build relationships with our customers and each other. For this role, approximately 35% travel is anticipated to help you connect in-person in a meaningful way. What We Offer Working at Twilio 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. Twilio 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 Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts. So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions. Twilio 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. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.