Machine Learning Engineer 2

Who we are

At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.
Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. We use Artificial Intelligence (AI) to help make our hiring process efficient. Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings.
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See yourself at Twilio
Join the team as Twilio’s next Machine Learning Engineer, Customer Memory.
This position is needed to build and scale the pipelines that turn raw conversation data into structured, searchable customer memory, and the evaluation systems that keep that memory accurate as the product evolves.
Youll join the Conversation Memory team, which builds the memory layer behind Twilios Conversational AI platform: the systems that extract what matters from millions of conversations, resolve it to the right customer, and retrieve it in milliseconds when an agent needs it. Memory that is wrong, stale, or crossed between customers is worse than no memory at all, so quality measurement is a first-class part of the work.
Build the extraction pipeline that turns raw data into structured memory, tuning the LLM prompts and schemas that decide what an AI agent remembers about a customer and what it forgets.
Contribute to the eval systems that tell us whether memory is actually getting better, turning a fuzzy question of quality into benchmarks and regression gates that run before every change ships.
Partner with Product and ML teams to translate customer problems into system changes and evaluation criteria.
Experience building backend services, and a demonstrated ability to pick up new languages, frameworks, and tools as the problem demands.
Experience building or working with evaluation/quality-measurement systems, such as regression detection or quality metrics, or the desire to learn.
Solid grounding in observability practices: structured logging, metrics, and using them to debug distributed systems in production.
Fluency with AI-assisted dev tools (e.g. agents for code generation, review, debugging), applied with deliberate direction and critical thinking.
Experience with Go and/or Python.
Experience building LLM-backed products.
Practical experience applying ML, e.g. building, evaluating, or productionizing models.
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.

Travel
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.
Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. and Washington State due to local requirements. This role may be eligible to participate in Twilio’s equity plan and corporate bonus plan. All roles are generally eligible for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.
Application deadline information
Applications for this role are intended to be accepted until November 13, but may change based on business needs.
Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.
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