Principal Solution Engineer

📋 Description

• • As a Principal Solutions Engineer on Twilio's Communications APJ team, you will be at the forefront of shaping the future of customer engagement. This role is ideal for individuals who possess a unique blend of deep technical expertise and exceptional executive relationship-building skills. You will be comfortable presenting engaging communication experiences to C-suite executives and equally adept at sketching out complex technical architectures with technical decision-makers.
• • This position sits at the dynamic intersection of communications technology, artificial intelligence (AI), and experience design. Your primary mission will be to empower customers across the Asia-Pacific and Japan (APJ) region to design and build next-generation customer engagement experiences powered by Twilio’s comprehensive Customer Engagement Platform. These experiences increasingly integrate voice, messaging, autonomous AI agents, human-assisted agents, and intelligent workflows to create interactions that are not only seamless and natural but also foster trust and align with brand identity.
• • As a Solutions Engineer, you will own the technical and experiential success of customer engagements. This involves shaping how customers conceptualize conversations, architecting intelligent communication flows, rapidly prototyping innovative solutions, and translating complex business requirements into robust, scalable, and secure architectures. You will guide customers beyond simply implementing Twilio products; you will help them understand and design how these experiences should function when humans and AI collaborate effectively.
• • Twilio Solutions Engineers adopt an experience-led, design-driven approach to tackling customer engagement challenges. You will collaborate closely with customers through a structured yet adaptable process:
• • Discover & Empathise: Conduct in-depth technical and experiential discovery sessions to gain a profound understanding of customer goals, target users, and existing engagement journeys.
• • Define & Reframe: Assist customers in articulating the core problems they need to solve, moving beyond their initial assumptions about specific technologies.
• • Co-create & Prototype: Rapidly design and prototype conversational flows, agent experiences, and system architectures using collaborative tools like whiteboards, Figma, engaging demos, and live Twilio builds.
• • Validate & Iterate: Test and refine concepts early through interactive demos, pilot programs, and Proof-of-Concepts (PoCs) to build customer confidence and maintain momentum.
• • Scale & Succeed: Translate validated concepts into secure, scalable, and resilient architectures that underpin long-term customer success and adoption.
• • This holistic approach ensures that customers not only purchase Twilio solutions but also deeply understand, trust, and successfully integrate them into their operations.
• • Your impact will be significant in several key areas:
• • Customer Understanding & Experience Strategy: You will partner closely with Account Executives and customers to grasp their overarching business objectives, map current customer journeys, and identify critical engagement challenges. You will lead technical and experiential discovery sessions to uncover user needs, communication patterns, pain points, and opportunities across voice, messaging, and digital channels. This insight will be translated into clear “as-is” and “to-be” engagement flow diagrams, explicitly outlining the optimal collaboration between automation, AI, and human agents. You will serve as a trusted advisor to senior customer stakeholders, inspiring them with visions of how AI-augmented communications can revolutionize their customer and employee experiences.
• • Conversational & Interaction Design: You will design and demonstrate intelligent, engaging conversational experiences leveraging Twilio’s suite of products across voice, messaging, and digital channels. This includes defining interaction patterns, specifying agent behaviours, and establishing clear escalation paths between autonomous AI, AI-assisted agents, and human support teams. You will shape conversation flows that are intuitive, contextual, empathetic, and brand-aligned, ensuring customers understand the tangible experience created by the technology. You will apply practical principles of conversation design, including effective intent discovery, robust error handling, graceful fallback mechanisms, and seamless human hand-offs.
• • Prototyping, Demos & Proof of Value: You will build compelling demos, interactive prototypes, and Proof-of-Concepts (PoCs) that vividly illustrate customer engagement scenarios. You will leverage Twilio products such as Flex, Conversations, Voice, Messaging, Segment, and AI capabilities for rapid prototyping to validate concepts early in the sales cycle. You will support strategic pilot implementations within large enterprise accounts, ensuring solutions are technically sound, architecturally scalable, and directly aligned with customer success metrics. Through compelling storytelling and live demonstrations, you will help customers visualize themselves successfully utilizing the proposed solutions.
• • Collaboration & Delivery: You will work collaboratively with a cross-functional team including Twilio Account Executives, other Solutions Engineers, Professional Services, Partner teams, and Product Management to drive successful deal outcomes. You will contribute valuable reusable demo assets, architectural patterns, and best practices to the wider Twilio Solutions Engineering community. You will also provide crucial support for RFP responses, detailed design documentation, and technical presentations throughout the sales engagement lifecycle.