Principal Presales Engineer

📋 Description

• • As a Principal Presales Engineer at Twilio, you will be at the forefront of revolutionizing customer engagement for businesses across the Asia-Pacific (APJ) region. This is a unique opportunity to blend deep technical expertise with exceptional relationship-building skills, operating at the intersection of communications, Artificial Intelligence (AI), and experience design.
• • You will be instrumental in helping our customers design and build next-generation customer engagement experiences. These experiences are increasingly sophisticated, integrating voice, messaging, autonomous AI agents, and human-assisted agents to create interactions that are not only seamless but also feel natural, trustworthy, and perfectly aligned with brand identity.
• • Your role as a Solutions Engineer is pivotal in leading the technical and experiential aspects of winning new business. You will shape how customers perceive and implement conversational strategies, design intelligent customer journeys, rapidly prototype innovative solutions, and translate complex business objectives into robust, scalable architectures.
• • Beyond just advising on what to build with Twilio's powerful platform, you will guide customers on the optimal way for these experiences to behave, particularly focusing on the symbiotic relationship between humans and AI.
• • Twilio Solutions Engineers adopt an experience-led, design-driven approach. You will collaborate closely with customers through a structured yet adaptable process, moving them from initial ambiguity to absolute clarity.
• • This process begins with **Discover & Empathise**, where you will conduct in-depth technical and experiential discovery to gain a profound understanding of customer goals, their end-users, and their existing engagement journeys.
• • Next, you will **Define & Reframe**, helping customers articulate the core problems they need to solve, moving beyond their initial assumptions about the technology required.
• • The **Co-create & Prototype** phase involves rapidly designing and building functional prototypes. You will leverage whiteboards, design tools like Figma, engaging demos, and live Twilio builds to bring concepts to life.
• • **Validate & Iterate** is crucial for building confidence and momentum. You will test ideas early and often through compelling demos, pilot programs, and Proofs-of-Concept (POCs).
• • Finally, you will **Scale & Succeed**, translating validated experiences into secure, scalable architectures that are designed for long-term customer success and growth.
• • In this role, you will partner closely with Account Executives and directly with customers to gain a deep understanding of their business objectives, current customer journeys, and specific engagement challenges.
• • You will lead technical and experiential discovery sessions, adeptly uncovering user needs, identifying communication patterns, pinpointing pain points, and spotting opportunities across voice, messaging, and various digital channels.
• • A key responsibility is translating the insights from discovery into clear, actionable “as-is” and “to-be” engagement flow diagrams, strategically highlighting the optimal points for automation, AI intervention, and human agent involvement.
• • You will serve as a trusted advisor to senior customer stakeholders, inspiring them with visions of how modern, AI-augmented communication strategies can fundamentally transform both their customer and employee experiences.
• • You will design and demonstrate sophisticated, conversational experiences using the full spectrum of Twilio products, including voice, messaging, and digital channels.
• • This includes defining precise interaction patterns, specifying agent behaviours, and establishing clear escalation paths between autonomous AI, AI-assisted agents, and human support teams.
• • You will meticulously shape conversation flows to be clear, contextual, empathetic, and perfectly brand-aligned, ensuring customers grasp not only the underlying technology but also the tangible experience it creates.
• • Applying practical principles of conversation design is essential, encompassing intent discovery, robust error handling, effective fallbacks, and seamless human hand-off mechanisms.
• • You will build and deliver compelling demos, prototypes, and POCs that vividly illustrate customer engagement scenarios and their potential impact.
• • You'll leverage Twilio products such as Flex, Conversations, Voice, Messaging, Segment, and AI capabilities for rapid prototyping to validate concepts swiftly.
• • You will provide critical support for strategic pilots within large enterprise accounts, ensuring that all proposed solutions are technically sound, architecturally scalable, and directly aligned with the customer's defined success metrics.
• • Storytelling and live, interactive demonstrations will be your tools to help customers truly envision themselves succeeding with the proposed solutions.
• • Collaboration is key; you will work cross-functionally with Twilio Account Executives, fellow Solutions Engineers, Professional Services, Partner teams, and Product Management to ensure overall deal success.
• • You will actively contribute to the collective knowledge of the Twilio SE community by developing and sharing reusable demo assets, architectural blueprints, and best practices.
• • Supporting RFP responses, crafting detailed design documentation, and delivering impactful technical presentations throughout the sales cycle are also integral parts of this role.
• • This remote position, based in Australia, offers the chance to make a significant impact on how businesses connect with their customers in the dynamic APJ market.