Hiring: Senior Technical Program Manager, Services Tools & Diagnostics Company: Twilio Location: United States Job Posted Time: 2026-09-03 11:22:40 Employment Type: Remote Target Skills & Keywords : A/B Testing, AI, ClickHouse, Embedded Systems, Git, Grafana, Jira, LLM, Node.js, OAuth2, Program Management, Python, RAG, REST, SQL, SaaS, Salesforce, Slack, Twilio, TypeScript, Webhooks, Zendesk About the job Experience: •7+ years of experience building production software or technical systems, in roles such as platform engineering, solutions architecture, or hands-on technical program management. Required Skills: •Architect and build the systems that encode how GCS operates — account health observability, intelligent routing, knowledge retrieval, and workflow automation across our TAM, PS, and EM motions; including cost optimization. •Build AI workflows using the Anthropic Claude API, Claude Agent SDK, and Claude Code, including MCP (Model Context Protocol) servers that connect agents to Slack, Jira, Zendesk, Grafana, Airtable, and internal Twilio systems. •Partner with CXO to design the decision frameworks that determine when systems act autonomously, when humans stay in the loop and own the guardrails — edge cases caught, prompt injection blocked, unintended behaviors prevented — that keep failure rates low. •Extend GCS's observability and analytics foundation with production-quality dashboards and integrations across Grafana (ClickHouse-backed), Salesforce, Tableau, Looker, and Airtable — choosing the right tool for the audience and data source rather than defaulting to one platform. •Operate within CXO's vetting-and-graduation governance model, and help mature it: versioning, evaluation frameworks, A/B testing, and systematic performance measurement across scenarios with GCS specific focus. •Instrument everything you build — retrieval accuracy, action success rates, deflection, and failure patterns — and tie technical performance to GCS outcomes like time to value, resolution rate, cost-per-ticket, and time-to-resolution. •Translate complex system behavior into plain language for director and executive audiences while producing clear technical documentation for the teams who depend on your systems. Qualifications: •Twilio values diverse experiences from all kinds of 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, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table! •Production-quality proficiency in Python and/or TypeScript (Node.js), with fluency in REST API integration fundamentals: authentication (OAuth 2.0, API keys, token refresh), webhooks, pagination, rate limiting, error handling and retries, and JSON transformation. •Hands-on experience building AI systems with large language models — tool use / function calling, structured outputs, prompt architecture, and evaluation harnesses — including building and deploying MCP servers to connect enterprise systems. •Comprehensive expertise in how large language models work: how they reason, where they fail, and why. Fluency in RAG architectures, prompt engineering patterns, and agent frameworks. •Advanced SQL, including analytical queries against columnar stores such as ClickHouse. •Strong engineering practices: Git-based version control, code review, basic CI, and least-privilege patterns when handling customer data. •Demonstrated ability to translate business requirements into system specifications and explain complex technical behavior to non-technical stakeholders. •Operational familiarity with Twilio's products or the CPaaS/SaaS domain. •This role will be remote, but is not eligible to be hired in San Francisco, CA, Oakland, CA, San Jose, CA, or the surrounding areas. •We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings. Compensation: •This role may be eligible to participate in Twilio’s equity plan and corporate bonus plan Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!