Principal Presales Engineer

See yourself at Twilio

Join the team as our next Senior Solutions Engineer for our Twilio Communications APJ team. 

About the job

The Twilio Solutions Engineer is both highly technical and a skilled executive 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.
This role sits at the intersection of communications, AI, and experience design. You will help customers across APJ — design and build next-generation customer engagement experiences powered by Twilio’s Customer Engagement Platform. These experiences increasingly blend voice, messaging, autonomous and human-assisted agents, and intelligent workflows to create interactions that feel natural, trusted, and brand-aligned.
As a Solutions Engineer, you lead the technical and experiential win: shaping how customers think about conversations, designing intelligent flows, prototyping solutions, and translating business intent into scalable architectures. You will guide customers not just on what to build with Twilio, but how those experiences should behave when humans and AI work together.

Responsibilities

Twilio Solutions Engineers take an experience-led, design-driven approach to customer engagement challenges. We work collaboratively with customers to move from ambiguity to clarity through a structured but flexible process:

In this role, you’ll:

• Discover & empathise – deeply understand customer goals, users, and existing engagement journeys through technical and experiential discovery.
• Define & reframe – help customers articulate the real problem to solve, not just the technology they think they need
• Co-create & prototype – rapidly design and prototype conversational flows, agent experiences, and system architectures using whiteboards, Figma, demos, and live Twilio builds.
• Validate & iterate – test ideas early through demos, pilots, and Proof-of-Concepts to build confidence and momentum.
• Scale & succeed – translate validated experiences into secure, scalable architectures that support long-term customer success.
• Partner closely with Account Executives and customers to understand business objectives, current customer journeys, and engagement challenges.
• Lead technical and experiential discovery sessions to uncover user needs, communication patterns, pain points, and opportunities across voice, messaging, and digital channels.
• Translate discovery into clear “as-is” and “to-be” engagement flows, highlighting where automation, AI, and human agents should collaborate.
• Act as a trusted advisor to senior customer stakeholders, helping them envision how modern, AI-augmented communications can transform their customer and employee experiences.
• Design and demonstrate intelligent, conversational experiences using Twilio products across voice, messaging, and digital channels.
• Define interaction patterns, agent behaviours, and escalation paths between autonomous AI, assisted agents, and human teams.
• Shape conversation flows that are clear, contextual, empathetic, and brand-aligned, ensuring customers understand not just the technology, but the experience it creates.
• Apply practical principles of conversation design, including intent discovery, error handling, fallbacks, and graceful human hand-offs.
• Build compelling demos, prototypes, and Proof-of-Concepts that bring customer engagement stories to life.
• Rapidly prototype experiences using Twilio: Flex, Conversations, Voice, Messaging, Segment and AI-powered capabilities to validate ideas early.
• Support strategic pilots in large enterprise accounts, ensuring solutions are technically sound, scalable, and aligned to customer success metrics.
• Use storytelling and live demonstrations to help customers see themselves in the solution.
• Work cross-functionally with Twilio Account Executives, Solutions Engineers, Professional Services, Partners, and Product teams to drive deal success.
• Contribute reusable demo assets, architectures, and best practices to the broader Twilio SE community.
• Support RFP responses, design documentation, and technical presentations throughout the sales cycle.

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!

*Required:

• At least 3 years in a technical pre-sales role in CPaaS, SaaS or Telecom space
• Solid understanding and experience of the sales cycle and the role of a pre-sales engineer 
• Solid understanding of voice protocols (VoIP), SIP implementations or messaging APIs
• Creativity: you’ll need to be a problem solver, able to collaborate with others to drive success. 
• An engaging storyteller: you can gain audience confidence and communicate complex topics to multiple levels of technical and non-technical audience. 
• Ability to ask the right questions to build a deep understanding of a customer's needs and guide them to a technical solution using Twilio Communications products  

Desired:

• • Experience designing conversational or AI-assisted experiences, including chatbots, voice bots, or contact centre workflows.
  • Exposure to conversation design concepts such as intents, utterances, entities, error handling, and human-in-the-loop escalation.
  • Hands-on experience with UX / UI design tools such as Figma, FigJam, Sketch, or similar, used to:
    • Visualise customer journeys, interaction flows, and conversation maps
    • Rapidly prototype engagement experiences and agent workflows
    • Collaborate with customers and internal teams during discovery, design, and validation sessions
  • Practical experience applying Design Thinking methodologies (e.g. empathise, define, ideate, prototype, test) to:
    • Lead customer discovery and problem framing
    • Facilitate co-creation workshops with technical and business stakeholders
    • Translate ambiguous business challenges into clear experience and technical requirements
  • Experience with contact centre technologies, CDP, CPaaS, or CCaaS platforms.
  • Understanding of how AI, automation, and human agents can work together in customer engagement scenarios.
  • Knowledge of telecommunications fundamentals like SIP, WebRTC, or large-scale communications systems.
  • Familiarity with sales methodologies and enterprise deal cycles.

Location

This role will be remotely based in Australia

Travel 

We prioritise connection and opportunities to build relationships with our customers and each other. For this role, approximately 35% travel is anticipated to help you connect in-person in a meaningful way.

What We Offer

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. Offerings vary by location.