Senior Technical Program Manager (Services Tools & Diagnostics)

Join Twilio as a Senior Technical Program Manager in the GCS Strategy & Operations organization. In this hands-on role, you will design and build systems that power GCS's service delivery workflows. You will work closely with various teams to turn business requirements into reliable systems, and your success will be measured by GCS outcomes for customers. This position requires a strong technical background, experience in program management, and a deep understanding of AI systems.

• Architect and build systems that encode how GCS operates, including account health observability, intelligent routing, knowledge retrieval, and workflow automation.
• Design and build AI workflows using the Anthropic Claude API, Claude Agent SDK, and Claude Code, including MCP servers that connect agents to various internal systems.
• Partner with CXO to design decision frameworks that determine when systems act autonomously, ensuring guardrails are in place to keep failure rates low.
• Advanced SQL, including analytical queries against columnar stores such as ClickHouse
• Deep understanding of how large language models work: how they reason, where they fail, and why. Fluency in RAG architectures, prompt engineering patterns, and agent frameworks
• Experience embedded in a support or professional services organization, building systems for the teams doing the work
• Demonstrated ability to translate business requirements into system specifications and explain complex technical behavior to non-technical stakeholders
• Experience defining metrics and observability for AI systems in production, and running structured A/B tests or evaluations
• Hands-on experience building AI systems with large language models — tool use / function calling, structured outputs, prompt architecture, and evaluation harnesses — including building and deploying MCP servers to connect enterprise systems
• Familiarity with Twilio's products or the CPaaS/SaaS domain
• Experience with Zendesk or similar service platforms, including APIs, triggers, and routing logic
• Strong engineering practices: Git-based version control, code review, basic CI, and least-privilege patterns when handling customer data
• Production-quality proficiency in Python and/or TypeScript (Node.js), with fluency in REST API integration fundamentals: authentication (OAuth 2.0, API keys, token refresh), webhooks, pagination, rate limiting, error handling and retries, and JSON transformation
• Dashboard and application development experience across Grafana (data sources, panels, variables, dashboard-as-code, alerting), Salesforce (SOQL, report types, Lightning reports and dashboards), Tableau (data modeling, calculated fields, LOD expressions, publishing to Tableau Cloud or Server), Looker (LookML modeling, Explores, derived tables, publishing to dashboards), and Airtable (base/table design, automations, scripting extensions, API integration) — with the judgment to choose the right tool for a given audience and data source
• 7+ years of experience building production software or technical systems, in roles such as platform engineering, solutions architecture, or hands-on technical program management