Principal Machine Learning Engineer (L5), Customer Memory

About the role

Principal Machine Learning Engineer in Twilio's Customer Memory team. You will build the foundational AI/ML capabilities behind intelligent engagement experiences, letting any application, human or AI agent, or channel know who a customer is, what they have done and how best to reach them. The role bridges theoretical research, production-grade experimentation and enterprise-quality software, with rapid research cycles on contextual intelligence and large-scale ML problems.

Responsibilities

• Build new functionality within a fast-moving product seeing rapid adoption.
• Turn a nebulous idea into a rigorous experiment and execute it within weeks.
• Research state-of-the-art LLM orchestration, retrieval strategies and data-driven personalization.
• Build ML systems that hold up at Twilio scale.
• Integrate the latest AI development stacks to focus on core differentiation.

Required

• 10+ years applied ML/AI experience owning technically ambitious systems end to end; comfortable in 0-to-1 settings.
• Proficiency in Python.
• Cloud services on AWS, GCP or Azure with high-volume data, streaming or real-time inference.
• Deep expertise in production-grade ML/AI systems, including LLM orchestration, embedding models and vector stores.
• Strong fundamentals in statistical ML, transformer models and LLMs.
• Ability to raise the technical bar through mentorship and design review.

Desired

• Autonomous agents handling multi-turn conversations with long-term context.
• Predictive modeling on user behavior, experiment design, causal methods.
• Experience in globally distributed teams.

Location

Remote, based in India (Karnataka, Tamil Nadu, Telangana, Maharashtra or New Delhi). Occasional travel.