Job Description

See yourself at Twilio

Join the team as our next Machine Learning Engineer on Twilio’s Flex product team.

Who We Are & Why We’re Hiring

Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.

Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a global company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business.

About The Job

This role is pivotal in shaping the future of communication. Twilio Flex, our fully programmable cloud contact center, powers mission-critical interactions for brands like Lyft, Shopify, and Nike.

As a Staff ML Engineer, you will build, evaluate, and maintain scalable Machine Learning models that fuel real-time Flex use cases. Your expertise will be key to delivering innovative solutions that empower Flex users. You will be collaborating with a diverse team of engineers, architects, product managers, UI/UX designers, and partners to build the ML and data-driven algorithmic capabilities of Twilio Flex.

Responsibilities

In this role, you’ll:

• Lead the design and development of machine learning solutions, ensuring accuracy, performance, security, and scalability
• Partner with Product Managers, Tech Leads and other stakeholders to analyze business problems and design solutions
• Design and implement tools and processes to evaluate accuracy and performance of models
• Help to define ML strategy for the organization, leveraging state-of-the-art Machine Learning, Deep Learning and Gen AI to address the business problems
• Drive high engineering standards on the team; mentor and provide technical guidance to junior and mid-level engineers, promoting best practices and coding standards
• Ensure a high operational standard to meet Twilio’s SLOs and Customers expectations
• This role will be remote, and based in India
• For this role, you may be required to travel up to once a quarter to participate in project or team in-person meetings

Qualifications
Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also 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

• 8+ years of applied ML experience with a track record of building, shipping and maintaining machine learning models in production.
• Strong background in the foundations of machine learning and building blocks of modern deep learning, specifically in the area of natural language processing.
• Strong knowledge of MLOps concepts related to maintaining models in production such as testing, versioning, model registry, retraining, and monitoring
• Deep understanding of ML model implementation cycle (e.g., feature engineering, training/serving, A/B test, model selection, etc.), algorithms (e.g., xgboost, time series models, deep learning, graph neural networks, optimization) and domains (e.g., forecasting, personalization and recommendation system, NLP, embedding representation)
• Experience with Retrieval Augmented Generation, Large Language Models and prompt engineering
• Proficiency in Python or Java and familiarity with design patterns.
• Extensive experience in technologies such as PyTorch, Tensorflow, Scikit-learn, Kubeflow, SageMaker etc
• Demonstrated ability to ramp up, understand, and operate effectively in new application / business domains.
• Good written and verbal communication skills - You are confident in writing down and presenting your designs and decisions throughout the development lifecycle. You are also comfortable providing and receiving feedback in an Agile environment.

Desired

• Knowledge of Java and system design concepts
• Understanding of Experience with CI/CD pipelines and automated deployment processes.
• Experience with either AWS, Azure, or Google Cloud and technologies

Location
This role will be remote and based in India (Karnataka, Tamil Nadu, Telangana, Delhi, Maharashtra)