See yourself at Twilio

Join the team as our next Contact Center Solutions Engineer ANZ

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're on a journey to becoming a globally antiracist company that supports diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum.

About the job

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

The Twilio Contact Center Solutions Architect 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.

Responsibilities

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 Architect owns the technical sales process to help demonstrate the best way to use Twilio products to achieve (and often exceed) their goals.

Twilio Solutions Engineers get to live the Twilio Magic every day.

Draw the owl

  • Build and present product demos to help showcase what a Twilio product can do
  • Assist customers with Pilot and Proof-of-Concept implementations

Don’t settle

  • Never stop learning new products and new technologies
  • Build trusted advisor relationships with customers

Wear the Customer’s Shoes

  • Form a deep understanding of customer businesses and their problems
  • Work on RFPs / customer’s technical requirements with the Sales team

Empower others

  • Work alongside Twilio Account Executives through the pre-sales process, to strategize and plan for deal success
  • Educate and mentor customers, partners, and colleagues on what’s possible with Twilio

Be bold

  • Present creative new solutions that enable and inspire innovation
  • Build demos and proof of concepts to demonstrate various use cases for Twilio's APIs

Write it down

  • Create technical content to show customers how to implement specific use cases or best practices for new technologies
  • Distill and communicate customer needs and product feedback to Product Management, Engineering, Marketing and Sales

Qualifications 

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!

Requirements:

Twilio is looking for a Solutions Architect with a strong desire to work in a technical pre-sales role.

    • Previous experience in Contact Center, Telecom, and SIP
    • Previous pre-sales experience is a huge plus: ideally 5+ years in a customer facing technical role.
    • 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 build a deep understanding of an customer’s communications needs and guide them to a technical solution
    • Familiarity with cloud platforms (Amazon Web Services, Google Cloud, Microsoft Azure) and cloud application architecture.
    • Some previous software development experience in one or more of the following areas is a plus:
      • Backend (Java, C#, Node.js, Python, PHP)
      • Web development (JavaScript, HTML/CSS, frontend frameworks - React, Vue.js, Angular)
      • Experience building with REST APIs

Location 

This role will be based in our Sydney or Melbourne office

What We Offer

There are many benefits to working at Twilio, including, in addition to competitive pay, things like 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.

 

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Twilio invites you to self-identify your personal demographic information to help continue our mission to foster inclusivity and diversity in our workplace. In keeping with the Twilio Magic, our values set the foundation for how we act, how we make decisions and how we win. These values shape our work culture and demonstrate our dedication to ensuring everyone is welcomed and supported. We invite you to self-identify your gender. Completing this survey is voluntary and you may select “Decline to Disclose”, but we hope you choose to participate.

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We hope you will join us in our commitment and enthusiasm for making Twilio a place where everyone belongs!

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