Machine Learning Engineer 2
Twilio · Remote - US
About this role
**Machine Learning Engineer 2 — Customer Memory (Twilio)** ## Who we are Twilio is shaping the future of communications—remote-first, globally connected, and focused on building innovative solutions that help businesses and empower developers worldwide. ## About the job Build and scale pipelines that turn raw conversation data into structured, searchable **customer memory**, along with evaluation systems that keep that memory accurate as the product evolves. You’ll join the **Conversation Memory** team, which powers the memory layer behind Twilio’s Conversational AI platform—extracting what matters from millions of conversations, resolving it to the right customer, and retrieving it in milliseconds for agents. ## Responsibilities - Build the extraction pipeline that converts raw data into structured memory, tuning **LLM prompts and schemas** for what an agent remembers vs. forgets. - Own the retrieval path to answer **“what do we know about this person?”** using embeddings, vector search, and ranking. - Contribute to evaluation systems that measure whether memory quality is improving (benchmarks, regression gates). - Diagnose production issues across ingestion, extraction, and indexing using logs, metrics, and traces. - Partner with Product and ML teams to translate customer problems into system changes and evaluation criteria. ## Qualifications ### Required - Experience building **backend services**, with a demonstrated ability to pick up new languages, frameworks, and tools as needed. - A curious, rigorous approach to service management—investigate real production behavior and continuously improve operations. - Experience building or working with **evaluation/quality measurement systems** (e.g., regression detection, quality metrics) or strong desire to learn. - Strong observability practices: structured logging, metrics, and debugging distributed systems in production. - Fluency with AI-assisted dev tools (e.g., code generation/review/debugging agents) used with critical thinking. ### Desired - Experience with **Go and/or Python**. - Experience with **event-streaming systems** (e.g., Kafka). - Experience building **LLM-backed products**. - Practical experience applying **ML** (building, evaluating, or productionizing models). ## Location Remote, but **not eligible** for: **San Francisco, CA; Oakland, CA; San Jose, CA; or surrounding areas**. ## Travel Occasional travel may be required for in-person project/team meetings. ## What we offer Competitive pay, generous time off, parental and wellness leave, healthcare, retirement savings, and more (varies by location). ## Compensation (high level) Estimated pay ranges vary by location. The role may also be eligible for Twilio’s equity plan and corporate bonus plan. ## Application deadline Intended acceptance until **November 13** (may change based on business needs). ## Stay alert to recruitment fraud Twilio will not ask for payment, gift cards, cryptocurrency, or banking information during recruiting. Job offers are not made without a formal interview process, and interviews are not conducted exclusively via text-based messaging apps. *Twilio is an equal opportunity employer.*
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