Contact Center Solutions Engineer United States

Company: Twilio

Because you belong at Twilio

The Who, What, Why and Where

Twilio is enabling our customers to build the future of communications. The Twilio Contact Center Solutions Engineer is a critical part of the sales team that is facilitating this communication renaissance.  The Twilio Contact Center Solutions Engineer serves as the Contact Center and Twilio Flex expert within any sales opportunity.  

The Twilio Contact Center Solutions Engineer is responsible for delivering the technical win and product fit at customer accounts. They build customer trust in Twilio solutions, which results in customer success in the post-sale. The Solutions Engineer leads the technical pre-sales relationship, proposes technical architectures, demonstrates the product, anticipates concerns, and offers creative solutions.

The Twilio Contact Center Solutions Engineer is both highly technical and a skilled relationship builder. They are comfortable showing an engaging communications experience to a CEO or sketching out a flow on a whiteboard with technical decision makers.

*You will be traveling 20%-35% of the time for this role

Who?

Twilio is looking for a Solutions Engineer with a strong desire to work in a technical pre-sales role.

  • Previous experience in Contact Center, Telecom, and SIP
  • Previous pre-sales experience a huge plus
  • Hands-on, high-energy, passionate and creative problem solver with know how to get things done and ability to lead others to success
  • Excellent communicator and presenter able to gain audience confidence
  • Ability to build a deep understanding of an customer’s communications needs and guide them to a technical solution
  • Familiarity with cloud platforms (Amazon Web Services, Google Cloud, Microsoft Azure) and cloud application architecture.
  • Some previous software development experience in one or more of the following areas is a plus:
    • Backend (Java, C#, Node.js, Python, PHP)
    • Web development (JavaScript, HTML/CSS, frontend frameworks - React, Vue.js, Angular)
    • Experience building with REST APIs

What?

Twilio Solutions Engineers get to live the Twilio Magic every day.

  • BE AN OWNER: Build and present product demos to help showcase what a Twilio product can do
  • WEAR THE CUSTOMER SHOES: Assist customers with Pilot and Proof-of-Concept implementations
  • BE AN OWNER: Quickly learn new products and new technologies
  • Form a deep understanding of their business and the problems they’re trying to solve
  • DON’T SETTLE: Keep asking probing questions.
  • Build trusted advisor relationships with customers
  • Work alongside Twilio Account Executives through the pre-sales process, to strategize and plan for deal success
  • EMPOWER OTHERS: Educate and mentor customers and colleagues
  • WEAR THE CUSTOMER SHOES: Assist with customer hackathons.
  • DRAW THE OWL: Present creative new solutions that enable and inspire innovation.

Why?

Solutions Engineers play a major role in Twilio’s sales organization and are critical to deal success. The Twilio product suite is built for developers who are on a mission to build innovative communication products and technology. SE’s help customers achieve success by leading the technical and product sale, recommending best-practice solutions, and guiding them on how to use Twilio’s APIs.

Twilio customers often share common use cases, but rarely share the same implementation requirements. Each company is unique when it comes to process, technology stacks, and skill. The Twilio Solutions Engineer owns the technical sales process to help demonstrate the best way to use Twilio products to achieve (and often exceed) their goals.

Twilio is a company that 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?

 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.

 

In accordance with applicable law, the following represents Twilio's reasonable estimate of the range of possible compensation for this role if hired in Colorado.

Salary:

Denver/Boulder Metro:

Tier 4 base salary range: $103,680 to $142,560.

 

Additionally, this role is eligible to earn commissions and eligible to participate in Twilio's equity plan.

 

 Additionally, this role is eligible to participate in Twilio's equity plan.

 

An overview of Twilio’s benefits offered is listed below:

 

Twilio is committed to delivering a comprehensive benefits program that provides support needed for you and your loved ones. It’s likely that you don’t think about benefits every day; however, they are an important component of your total compensation, and we want you to understand the options available to you so that you can make the most of your benefit dollars.  At the time of this posting, this role is eligible to participate in the following benefits, which Twilio reserves the right to modify at any time for any reason in accordance with applicable law:

 

Healthcare Insurance and Leave

  • Prescription Drug
  • Dental
  • Vision 
  • Flexible Spending and Health Savings Accounts
  • Leave programs for all of life’s moments: maternity, parental/bonding, as well medical leave to care for yourself or a loved one

 

Financial Benefits

  • Short and Long Term Disability Insurance
  • Life and Accidental Death & Dismemberment Insurance
  • 401(k) Retirement Savings Plan with a match

 

Reimbursement Programs & Stipends

  • $65 per month work-from-home stipend
  • Up to $50 per month for wellness expenses and activities
  • Up to $30 per month to use towards books/eBooks

Vacancy page : https://boards.greenhouse.io/twilio/jobs/2581351