Quick Summary
Who we are
At Twilio, we are shaping the future of communications from 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, coupled with a strong culture of connection and global inclusion, means that regardless of your location, you are part of a vibrant team with diverse experiences making a global impact daily. As we continue to revolutionize how the world interacts, we are acquiring new skills and experiences that make work truly rewarding. Your career at Twilio is in your hands.
We use Artificial Intelligence (AI) to help make our hiring process efficient. However, 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 demonstrating an engaging communications experience to a CEO or outlining 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 & empathize – 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 do not just buy Twilio — they understand, trust, and successfully adopt it.
Qualifications
Twilio values diverse experiences from all 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, do not 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 within the 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 will 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 audiences.
- 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 center 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., empathize, define, ideate, prototype, test) to:
- Experience with contact center 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 prioritize 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 are ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role is not what you are 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.