Key skills
PresalesSolution ArchitectureCPaaSVoice SolutionsContact Center SolutionsMulti-product Solution DesignTechnical ValidationPrototypingAI-driven RoutingIVRISV Sector KnowledgeHighTech Sector KnowledgeCRAICRMMentoringProduct ManagementCommunicationSales
About this role
Twilio is shaping the future of communications by delivering innovative solutions to businesses and empowering developers worldwide. The Principal Product Specialist will serve as the premier technical authority for Voice and AI in the ISV and HighTech verticals, partnering with sales teams to consult on complex opportunities and create technical assets to support field teams.
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:
- Experience: 5+ years of progressive presales or solution architecture experience, specifically in designing and validating complex, multi-product solutions
- Domain Expertise: 2+ years of demonstrated expertise in CPaaS, Voice, and/or Contact Center solutions
- Technical Breadth: Proficiency in designing across multiple channels including Voice, SMS, Chat, and AI-driven routing/IVR
- Hands-on Validation: Demonstrated ability to move beyond slides into technical validation, including the ability to build prototypes or Proof of Concepts (PoCs)
- Vertical Literacy: Strong understanding of technical requirements for ISV and HighTech sectors, such as multi-tenancy, platform-level scaling, and AI latency
- Communication: Excellent verbal and written skills, with the ability to translate 'code-level' complexity into compelling value-based stories for stakeholders
- Vertical-Specific Success: Prior experience selling specifically to ISV or HighTech platforms in a specialist or overlay capacity
- Product Influence: A track record of collaborating directly with Product Management to co-design enhancements based on field observations
- C-Level Engagement: Experience engaging with and influencing C-level executives at large enterprise or scale-up accounts
- Advanced Mentorship: Experience mentoring core SE or Sales team members on complex solution sales and technical value-selling
- Strategic Foresight: Ability to articulate a 2-year technical vision for how AI and Voice will shift within the NAMER market
- Integration Proficiency: Experience with complex system integrations, particularly CRM, knowledge systems, and API-first architectures