Principal Solutions Engineer - Contact Center (Flex)

See yourself at Twilio

Join the team as our next Contact Center (Flex) Solutions Engineer   

Because you belong at Twilio

The Who, What, Why and Where

Twilio is enabling our customers to build the future of communications. The Twilio Contact Center Solutions Engineer is a critical part of the sales team that is facilitating this communication renaissance.  The Twilio Contact Center Solutions Engineer serves as the Contact Center and Twilio Flex expert within any sales opportunity.  

The Twilio Contact Center Solutions Engineer is responsible for delivering the technical win and product fit at customer accounts. They build customer trust in Twilio solutions, which results in customer success in the post-sale. The Solutions Engineer leads the technical pre-sales relationship, proposes technical architectures, demonstrates the product, anticipates concerns, and offers creative solutions.

The Twilio Contact Center Solutions Engineer is both highly technical and a skilled 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.

Who?

Twilio is looking for a Contact Center Solutions Engineer with a strong desire to work in a technical pre-sales role. You will need:

• Previous experience working in the Contact Center and Telecom space
• At least 3-5 years in a Pre-sales role or commensurate experience
• Understanding of (and optimally) experience building with REST APIs.  
• Sound understanding of voice protocols
• Ability to understand, read, and modify existing code in several of the following languages (Java, C#, Node.js, Python, PHP, etc)
• Hands-on, high-energy, passionate and creative problem solver with know-how to get things done and ability to lead others to success
• Excellent communicator and presenter able to gain audience confidence
• Ability to ask the right questions to build a deep understanding of a customers needs and guide them to a technical solution using Twilio Flex and industry partner platforms
• Familiarity with public cloud platforms (Amazon Web Services, Google Cloud, Microsoft Azure) and cloud application architectures

Desired:

• Hands on experience with web development (JavaScript, HTML/CSS, frontend frameworks - React, Vue.js, Angular)
• Hands on experience with with backend development (Java, C#, Node.js, Python, PHP, etc)
• Experience with Twilio Flex and/or other Twilio platforms/API’s
• Experience leveraging storytelling to help paint a technical vision for the customer.
• Native or business level fluency in Chinese is required.

What?

In this role, you’ll:

• Work alongside Twilio Flex Account Executives through the pre-sales process, to strategize and plan for deal success
• Build and present product demos to help showcase the capabilities of Twilio Flex
• Assist customers with Pilot and Proof-of-Concept implementations
• Quickly learn new products and new technologies
• Form a deep understanding of a customers business and help solve problems they’ve identified as well as uncover areas of opportunity
• Build trusted advisor relationships with customers and present creative new solutions that enable and inspire innovation
• Support and assist with customer hackathons

Why?

Solutions Engineers play a major role in Twilio’s sales organization and are critical to deal success. The Twilio product suite is built for developers who are on a mission to build innovative communication products and technology. SE’s help customers achieve success by leading the technical and product sale, recommending best-practice solutions, and guiding them on how to use Twilio’s APIs.

Twilio customers often share common use cases, but rarely share the same implementation requirements. Each company is unique when it comes to process, technology stacks, and skill. The Twilio Solutions Engineer owns the technical sales process to help demonstrate the best way to use Twilio products to achieve (and often exceed) their goals.

Twilio is a company that is empowering the world’s developers with modern communication in order to build better applications. Twilio is truly unique; we are a company committed to your growth, your learning, your development, and your entire employee experience. We only win when our employees succeed and we're dedicated to helping you develop your strengths. We have a cultural foundation built on diversity, inclusion, and innovation and we want you and your ideas to thrive at Twilio.

Where?

This position will be based out of our office in Singapore.

About Us

Millions of developers around the world have used Twilio to unlock the magic of communications to improve any human experience. Twilio has democratized communications channels like voice, text, chat, video and email by virtualizing the world’s communications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the world’s most demanding applications. By making communications a part of every software developer’s toolkit, Twilio is enabling innovators across every industry — from emerging leaders to the world’s largest organizations — to reinvent how companies engage with their customers.