Principal Presales Engineer, Product Specialist

Twilio is a leading communications platform that empowers businesses and developers to create personalized customer experiences. The Principal Product Specialist will serve as the technical authority for Voice and AI solutions, collaborating with sales teams to design and validate complex, multi-product architectures tailored for ISV and HighTech platforms.

Responsibilities:

• Develop your expertise of the Twilio platform, use cases and buyer personas, while staying current on CPaaS, contact center, and customer engagement industry trends
• Vertical-Specific Solution Design: Scope and build multi-product architectures specifically tailored for ISV and HighTech platforms, focusing on embeddable voice, AI-driven automation, and global scale
• Technical Deep-Dives & Prototyping: Support SEs by moving from architecture diagrams to "hands-on-keyboard" validation, including building proof-of-concepts (PoCs) or custom integrations
• The "Technical Win": Lead the technical validation phase for complex deals, ensuring Twilio’s products (Voice, Flex, AI) fit seamlessly into the customer's existing ecosystem
• Field-to-Product Feedback Loop: Document technical shifts and "novel" solution patterns within the NAMER market to influence the R&D roadmap for ISV-specific features

Requirements:

• 5+ years of progressive presales or solution architecture experience, specifically in designing and validating complex, multi-product solutions
• 2+ years of demonstrated expertise in CPaaS, Voice, and/or Contact Center solutions
• Proficiency in designing across multiple channels including Voice, SMS, Chat, and AI-driven routing/IVR
• Demonstrated ability to move beyond slides into technical validation, including the ability to build prototypes or Proof of Concepts (PoCs)
• Strong understanding of technical requirements for ISV and HighTech sectors, such as multi-tenancy, platform-level scaling, and AI latency
• Excellent verbal and written skills, with the ability to translate 'code-level' complexity into compelling value-based stories for stakeholders
• Prior experience selling specifically to ISV or HighTech platforms in a specialist or overlay capacity
• A track record of collaborating directly with Product Management to co-design enhancements based on field observations
• Experience engaging with and influencing C-level executives at large enterprise or scale-up accounts
• Experience mentoring core SE or Sales team members on complex solution sales and technical value-selling
• Ability to articulate a 2-year technical vision for how AI and Voice will shift within the NAMER market
• Experience with complex system integrations, particularly CRM, knowledge systems, and API-first architectures