Contact Center Principal Solutions Engineer - Public Sector

Posted Aug 4

This position is needed to deliver the technical win and product fit for Twilio’s Flex Contact Center platform at customer accounts. Contact Center Solutions Engineer - PubSec builds customer trust in Twilio solutions, resulting in customer success. The Solutions Engineer leads the technical pre-sales relationship, proposes technical architectures, demonstrates the product, anticipates concerns, and provides creative solutions.

The Twilio Contact Center Solutions Engineer - PubSec 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.


In this role, you’ll:

  • Work alongside Twilio Flex Account Executives through the pre-sales process, to strategize and plan for deal success
  • Build and present product demos to help showcase the capabilities of Twilio Flex
  • Assist customers with Pilot and Proof-of-Concept implementations
  • Quickly learn new products and new technologies
  • Form a deep understanding of a customers business and help solve problems they’ve identified as well as uncover areas of opportunity
  • Build trusted advisor relationships with customers and present creative new solutions that enable and inspire innovation
  • Support and assist with customer hackathons


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!


Twilio is looking for a Contact Center Solutions Engineer - PubSec with a strong desire to work in a technical pre-sales role. You will need:

  • Previous experience working in the Contact Center and Telecom space within the Public Sector
  • At least 3-5 years in a Pre-sales role or commensurate experience
  • Understanding of (and optimally) experience building with REST APIs.
  • Sound understanding of voice protocols
  • Ability to understand, read, and modify existing code in several of the following languages (Java, C#, Node.js, Python, PHP, etc)
  • 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 ask the right questions to build a deep understanding of a customers needs and guide them to a technical solution using Twilio Flex and industry partner platforms
  • Familiarity with public cloud platforms (Amazon Web Services, Google Cloud, Microsoft Azure) and cloud application architectures


  • Hands on experience with web development (JavaScript, HTML/CSS, frontend frameworks - React, Vue.js, Angular)
  • Hands on experience with with backend development (Java, C#, Node.js, Python, PHP, etc)
  • Experience with Twilio Flex and/or other Twilio platforms/API’s
  • Experience leveraging storytelling to help paint a technical vision for the customer.


This role will be remote, and based in the USA.

Approximately 20%-35% travel is anticipated.

Misc Info For This Position:

Remote Mix: 100% Remote

Job Type: Full-Time

Regional Restrictions: USA Only

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United States


Job Info:
100% Remote

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