Quick Summary
Principal Solutions Engineer, Twilio Communications APJ (Remote, Australia)
Who we are
At Twilio, we are defining the future of communications. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers globally to craft personalized customer experiences. We operate remote-first, fostering a strong culture of connection and global inclusion, ensuring you are part of a vibrant team making a global impact daily.
We utilize Artificial Intelligence (AI) technologies to maintain an efficient, fair, and transparent hiring process, always in conjunction with our recruiting professionals.
See yourself at Twilio
Join the team as a Principal Solutions Engineer for the Twilio Communications APJ team.
About the job
The Twilio Solutions Engineer is a highly technical expert and a skilled executive relationship builder. This role requires comfort presenting engaging communications experiences to CEOs and sketching technical flows with decision-makers.
This position intersects communications, AI, and experience design. You will guide customers across APJ to design and build next-generation customer engagement experiences powered by Twilio’s Customer Engagement Platform. These solutions integrate voice, messaging, autonomous and human-assisted agents, and intelligent workflows.
As a Principal Solutions Engineer, you lead the technical and experiential win, shaping conversational strategies, designing intelligent flows, prototyping solutions, and translating business intent into scalable architectures. You will advise customers on what to build with Twilio and how those experiences should function when humans and AI collaborate.
Responsibilities
How we work with customers
Twilio Solutions Engineers employ an experience-led, design-driven approach to customer engagement challenges, moving from ambiguity to clarity through a structured process:
- Discover & empathise: Deeply understand customer goals, users, and existing engagement journeys through technical and experiential discovery.
- Define & reframe: Help customers articulate the true problem to solve, moving beyond perceived technology needs.
- 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 via demos, pilots, and Proof-of-Concepts (PoCs) to build confidence and momentum.
- Scale & succeed: Translate validated experiences into secure, scalable architectures supporting long-term customer success.
This ensures successful adoption and trust in Twilio solutions.
Your impact
Customer understanding & experience strategy
- Partner with Account Executives and customers to define 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 collaboration points for automation, AI, and human agents.
- Act as a trusted advisor to senior customer stakeholders, helping them envision AI-augmented communications transforming 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 behaviors, and escalation paths between autonomous AI, assisted agents, and human teams.
- Shape conversation flows that are clear, contextual, empathetic, and brand-aligned.
- 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 visualize 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 and encourages all qualified candidates to apply.
Required:
- At least 3 years in a technical pre-sales role within the CPaaS, SaaS, or Telecom space.
- Solid understanding and experience with the sales cycle and the pre-sales engineer role.
- Solid understanding of voice protocols (VoIP), SIP implementations, or messaging APIs.
- Creativity and problem-solving skills, with the ability to collaborate effectively.
- An engaging storyteller capable of communicating complex topics to technical and non-technical audiences at multiple levels.
- Ability to deeply understand customer needs and guide them to technical solutions 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.
- Practical experience applying Design Thinking methodologies (e.g., empathize, define, ideate, prototype, test).
- Experience with contact center technologies, CDP, CPaaS, or CCaaS platforms.
- Understanding of how AI, automation, and human agents collaborate 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:
- Backend (Java, C#, Node.js, Python or PHP)
- Web (JS, React)
- Experience with designing and consuming REST APIs.
Location
This role is remote, based in Australia.
Travel
Approximately 35% travel is anticipated for in-person connection with customers and colleagues.
What We Offer
Benefits include competitive pay, generous time off, ample parental and wellness leave, healthcare, and a retirement savings program. Offerings vary by location.
Twilio seeks colleagues who embody our values (Twilio Magic). We empower employees to build positive change in their communities through volunteering and donation support.
Twilio is proud to be an equal opportunity employer.