This position is needed to reinvent how we operate at Twilio with intelligent, self-service solutions for Customer Support and Operations teams. In the role, you will be joining the AI/ML team within Efficiency Engineering. The team is responsible for developing GenAI/LLM powered as well as supervised ML modeling solutions to address will own and be responsible for developing supervised ML models engineering architecture from design through delivery, across the software development lifecycle (SDLC). You will establish and continuously improve the coding patterns and developer best practices, comment and approve code reviews, continuous integration and deployment pipelines, documentation and software release processes on the team. 

We are looking for an AI/ML Data Science with expertise in LLM and python software development, expertise in typed languages, solid computer science fundamentals, and a demonstrated track record of building RAG applications. In this role, you will partner with our product, program, analytics and other engineering teams to build world-class experiences for our customers and support agents. 

At Twilio, you have the agency to solve difficult problems creatively, the freedom to explore work that inspires you, and an organizational culture that truly cares for its employees. You will play a key role in building and growing our new support engineering team, and creating a collaborative, inclusive and high-performing team culture.

Our technical stack includes: Full-stack Javascript, ReactJS, NodeJS, Python, TypeScript, AWS, Terraform, Redis, Docker, Linux, Kendra and MySQL.

Responsibilities

In this role, you’ll:

• Live by and champion our cultural values of the Twilio Magic.
• Embrace an engineering artisan culture, and take pride to deliver well-designed APIs and user interfaces.
• Develop and Deploy Predictive Models: Build and deploy machine learning models, including propensity models and GenAI-powered applications, to production environments, ensuring they meet the diverse needs of Twilio's verticals and customer base.
• Collaborate Across Teams: Work closely with product, program, analytics, and engineering teams to implement and refine machine learning, statistical, and forecasting models that drive business outcomes.
• Utilize Advanced Technical Stack: Leverage our technical stack, including Python, SQL, R, AWS (Sagemaker, Lambda, S3, Kendra), MySQL, Airtable, and libraries such as Pandas, NumPy, SciKit-Learn, XGBoost, Matplotlib, and Keras, to develop robust and scalable AI/ML solutions.
• Integrate Enterprise Data Sources: Effectively utilize enterprise data sources like Salesforce and Zendesk to inform model development and enhance predictive accuracy.
• Harness the Power of LLMs: Apply knowledge of Large Language Models (LLMs) such as OpenAI's GPT models, Claude, Gemini, Llama, Whisper, and Groq to develop innovative GenAI use cases and solutions.

Qualifications 

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

Required:

• Proven experience (typically 4+ years) in AI/ML, with a strong emphasis on developing and deploying LLMs and supervised ML models.
• Proficiency in programming languages such as Python, or R, and experience with ML frameworks like SciKit-Learn, XGBoost, Keras etc.
• Strong understanding of data processing and transformation techniques, including experience with SQL and big data technologies (e.g., Spark, Hadoop).
• Demonstrated ability to develop, train, and deploy ML models in production environments.
• Experience with cloud platforms (AWS Sagemaker for ML Models) and familiarity with containerization tools like Docker and Kubernetes.
• Excellent problem-solving skills, with the ability to translate complex business requirements into actionable AI/ML solutions.
• Strong communication skills, capable of articulating complex concepts to both technical and non-technical stakeholders..

Desired:

• Familiarity with using LLMs (OpenAI, Claude, Gemini, Llama), RAG, Agents, Model Fine-tuning, Few-shot prompting, Prompt Engineering.
• Experience with Python-specific frameworks such as Streamlit, Gradio, FastHTML.

Location 

This role will be remote, and based in Colombia.  

What We Offer

There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.