Twilio is hiring a Senior Senior LLM Engineer — conversational AI (Remote US) on the Customer AI team (Remote · Remote, United States). This is a hands-on role in LLM & generative AI—not a generic “AI enthusiast” post.
You will own LLM features, retrieval, agents, and evaluation end to end: problem framing, offline evaluation, safe rollout, and iteration from production signals. Success is measured with clear metrics (quality, latency, cost, or business KPIs)—not slide decks alone.
**Twilio** powers customer engagement APIs — voice, SMS, email, and **AI agents** — used by millions of developers worldwide.
Senior LLM Engineer (**Remote US**): build **conversational agents**, **agent assist**, and **knowledge retrieval** for contact centers with strict latency and compliance needs.
About Twilio
- Public cloud communications company; AI is central to Flex and Segment.
- Enterprise customers require HIPAA/PCI-aware architectures.
- Remote-first US engineering with global customers.
What you will do
- Ship streaming LLM pipelines for voice and chat channels.
- Build evals for containment, escalation, and hallucination rates.
- Integrate tool-calling with CRM and ticketing systems.
Stack & environment
- Python, LangChain, NLP APIs, AWS.
- Fully remote United States.
What we look for
- Production conversational AI; voice experience valued.
- US work authorization required.