Principal, Machine Learning Engineer (L5)

Twilio is hiring a Principal Machine Learning Engineer for its Customer Memory Team. In this remote role based in India, you will help build foundational AI and ML capabilities that power intelligent engagement by identifying customers, their history, and the best way to reach them. The focus is on turning advanced research into production-grade experimentation, solving contextual intelligence challenges, and delivering large-scale ML systems that perform reliably in the real world.

What you’ll build

• New functionality within a fast-moving product with rapid adoption
• Experiments that start from ambiguous ideas and move to rigorous testing within weeks
• Contextual intelligence systems that operate at Twilio scale
• Production-ready ML capabilities for areas such as LLM orchestration, retrieval strategies, embeddings, vector stores, and data-driven personalization
• Autonomous agents capable of multi-turn conversations while maintaining long-term context and consistency

How you’ll work

• Bridge research and experimentation with implementation that holds up under real usage
• Conduct deep-dive research into state-of-the-art LLM orchestration, retrieval strategies, and personalization approaches
• Continuously integrate the latest AI development stacks to reduce boilerplate and focus on core differentiation
• Rapidly acquire new technical skills in a fast-paced, high-delivery environment

Requirements

• 10+ years of applied ML/AI experience, with a record of owning technically ambitious systems end to end rather than contributing only to someone else’s design
• Comfort operating in a 0-to-1 environment with ambiguous requirements and a strong bias for action
• Proficiency in Python
• Experience building cloud-based services on AWS, GCP, or Azure, including high-volume data, streaming or real-time inference paths, and a range of data stores
• Deep expertise in designing, architecting, and deploying production-grade ML/AI systems, including LLM orchestration, embedding models, and vector stores
• Strong fundamentals of statistical machine learning algorithms, transformer models, and LLMs
• Ability to raise the technical bar through mentorship, design review, and standards without formal management authority
• Experience building cloud-based services using AWS, GCP, or Azure
• Strong communication skills and the ability to collaborate effectively with teammates
• Experience with autonomous agents handling multi-turn conversations and maintaining long-term context/consistency
• Background in predictive modeling on user behavior, including experiment design and causal or counterfactual methods when randomization is partial
• Prior experience working in a globally distributed team

Technologies

• Python
• AWS, GCP, Azure
• LLM orchestration
• Embedding models
• Vector stores
• Transformer models

Location and travel

This role is remote and based in India (Karnataka, Tamil Nadu, Telangana State, Maharashtra, and New Delhi). Occasional travel may be required for project or team in-person meetings.

Benefits

• Competitive pay
• Generous time off
• Ample parental and wellness leave
• Healthcare
• A retirement savings program

How we hire

• We use Artificial Intelligence (AI) to help make our hiring process efficient.
• Every hiring decision is made by real Twilions.
• While we are remote-first, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites, or customer meetings.

Stay alert to recruitment fraud

• Scammers may impersonate Twilio recruiters through fake job postings, emails, websites, or messages.
• Engage only with an official @twilio.com email address.
• Twilio will never ask for payment, gift cards, cryptocurrency, or banking information during recruiting.
• We do not make job offers without a formal interview process or conduct interviews exclusively through text-based messaging apps.