Machine Learning Engineer 2

Who we are At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work , and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. . Hiring and how we work We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings. . See yourself at Twilio Join the team as Twilio’s next Machine Learning Engineer, Customer Memory. About the job This position is needed to build and scale the pipelines that turn raw conversation data into structured, searchable customer memory, and the evaluation systems that keep that memory accurate as the product evolves. You'll join the Conversation Memory team, which builds the memory layer behind Twilio's Conversational AI platform: the systems that extract what matters from millions of conversations, resolve it to the right customer, and retrieve it in milliseconds when an agent needs it. Memory that is wrong, stale, or crossed between customers is worse than no memory at all, so quality measurement is a first-class part of the work. Responsibilities In this role, you’ll: • Build the extraction pipeline that turns raw data into structured memory, tuning the LLM prompts and schemas that decide what an AI agent remembers about a customer and what it forgets. • Own the retrieval path that answers "what do we know about this person?" in milliseconds, working with embeddings, vector search, and ranking • Contribute to the eval systems that tell us whether memory is actually getting better, turning a fuzzy question of quality into benchmarks and regression gates that run before every change ships. • Diagnose production issues across the ingestion, extraction, and indexing path using logs, metrics, and traces. • Partner with Product and ML teams to translate customer problems into system changes and evaluation criteria. Qualifications Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to 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: • Experience building backend services, and a demonstrated ability to pick up new languages, frameworks, and tools as the problem demands. • A curious approach to service management: ability to investigate how systems actually behave in production, and desire to continuously learn how to operate them with rigor and accountability. • Experience building or working with evaluation/quality-measurement systems, such as regression detection or quality metrics, or the desire to learn. • Solid grounding in observability practices: structured logging, metrics, and using them to debug distributed systems in production. • Fluency with AI-assisted dev tools (e.g. agents for code generation, review, debugging), applied with deliberate direction and critical thinking. Desired: • Experience with Go and/or Python. • Experience with event-streaming systems (e.g. Kafka). • Experience bui