Because you belong at Twilio.

The Who, What, Why and Where

Twilio is seeking an Operations Engineer to join our Voice & Messaging Operations team, to perform tactical carrier operations to ensure that Twilio provides the highest quality of service for worldwide SMS & Voice traffic. The person in this role will lead Twilio’s vast network of carrier connections, focusing on US market initially, and optimising for reliability, redundancy, capacity and uptime and provide L2 support to first line teams for fixing and resolving issues within the carrier network.

The right candidate will be passionate about serving customers, have deep SMS (and preferably Voice) knowledge, understand US carrier ecosystem and enjoy solving problems, optimizing processes, tools and procedures to ensure smooth team operations. You are a results oriented individual who is motivated to tackle sophisticated problems, has a “can do” attitude and is willing to go above and beyond to help our customers

Who?

Twilio is looking for a leader who lives the Twilio Magic and has a demonstrated track record of SMS and Voice Operations and Routing. They also have:

• 6+ years experience in production/systems engineering, operations, analytical or routing role for SMS/Voice
• Proven experience in an SMS Operations / Routing role at a Tier 1 carrier or aggregator.
• Highly knowledgeable of SMS Routing for US traffic (P2P, A2P, Toll-Free, 10DLC Ecosystem)
• Experience in Voice Operations would be a strong advantage.
• Strong analytical skills.
• Fluency in performing analysis and evaluation using key operational metrics.
• Have the technical ability to understand software and recognize areas of product integration, discuss product roadmaps, and engage with product managers
• Technically savvy and experience with the cloud, APIs, communications, enterprise software, devices, and mobility is a plus.
• Bachelor’s degree or equivalent experience required.
• Experience in complex troubleshooting and resolve critical or raised technical issues
• Thorough, organized, and process-oriented to the utmost. You’re a specialist at prioritizing and executing multiple projects simultaneously.

What?

As a Production Engineer, you will live the Twilio Magic values:

• WRITE IT DOWN: Create and maintain accurate and easy to follow internal documentation of new and existing operational processes. Create requirements for tooling and process improvements
• NEVER SETTLE: Find opportunities to automate and streamline operational processes further and work with software engineers to define the tools vital to do this.
• WEAR THE CUSTOMER'S SHOES: Act as escalation point for our NOC team for sophisticated routing/quality issues and handle monitoring and alerting for all aspects of SMS Delivery and Voice call completion and quality
• DRAW THE OWL: Identify, Test and Analyze new and existing carrier connectivity to unlock new quality and pricing opportunities
• BE AN OWNER & BE BOLD: Work on cross-team projects with Product, Engineering and Technical teams acting as lead and professional for carrier domain
• EMPOWER OTHERS: Interact extensively across all functional teams within Twilio and have significant exposure to our executive leadership.
• NO SHENANIGANS: Work with our teams in a full transparent and respectful manner.

Why?

The Voice and Messaging Operations team is essential to Twilio’s continued growth and success. This global team is responsible for carrier operations, connectivity management, capacity management and optimization, route analysis, route testing, monitoring, troubleshooting and reporting on carrier performance and routing quality and service costs. The role will also involve identifying and resolving provider configuration and service/routing related issues and devising and implementing elegant and scalable solutions and improvements to our platform and tooling. The role is key to driving perfection to ensure that we achieve the highest level of quality for SMS/Voice termination and origination for our customers.

We work closely with the Sales, Support, Engineering and Product teams at Twilio to ensure customer success and drive and develop improvements and efficiencies in processes and tooling.

Twilio is empowering the world’s developers with modern communication in order to build better applications. Twilio is truly unique; we are a company committed to your growth, your learning, your development, and your entire employee experience. We only win when our employees succeed, and we're dedicated to helping you develop your strengths. We have a cultural foundation built on diversity, inclusion, and innovation, and we want you and your ideas to thrive at Twilio.

Where?

This position can be fully remote, or located in one of our U.S. offices. Around the world, Twilio offers benefits and perks to support the physical, financial, and emotional well being of you and your loved ones. No matter where you are based, you will experience a company that believes in small teams for maximum impact; seeks well-rounded talent to ensure a full perspective on our customers’ experience, understands that this is a marathon, not a sprint; that continuously and purposefully builds an inclusive culture that empowers everyone to do their best work and be the best version of themselves.

About Us

Millions of developers around the world have used Twilio to unlock the magic of communications to improve any human experience. Twilio has democratized communications channels like voice, text, chat, video and email by virtualizing the world’s communications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the world’s most demanding applications. By making communications a part of every software developer’s toolkit, Twilio is enabling innovators across every industry — from emerging leaders to the world’s largest organizations — to reinvent how companies engage with their customers.