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Senior Technical Program Manager, Services Tools & Diagnostics

🕒 2 days ago
PythonTypeScriptREST APIAI Workflows

📜 Description

  • Architect and build the systems that encode how GCS operates — account health observability, intelligent routing, knowledge retrieval, and workflow automation across our TAM, PS, and EM motions; including cost
  • Build AI workflows using the Anthropic Claude API, Claude Agent SDK, and Claude Code, including MCP (Model Context Protocol) servers that connect agents to Slack, Jira, Zendesk, Grafana, Airtable, and internal Twilio
  • Partner with CXO to design the decision frameworks that determine when systems act autonomously, when humans stay in the loop and own the guardrails — edge cases caught, prompt injection blocked, unintended behaviors
  • Extend GCS's observability and analytics foundation with production-quality dashboards and integrations across Grafana (ClickHouse-backed), Salesforce, Tableau, Looker, and Airtable — choosing the right tool for the
  • Operate within CXO's vetting-and-graduation governance model, and help mature it: versioning, evaluation frameworks, A/B testing, and systematic performance measurement across scenarios with GCS specific focus.
  • Translate complex system behavior into plain language for director and executive audiences while producing clear technical documentation for the

🛠️ Requirements

  • and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.
  • Hiring and how we work
  • We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!

Benefits

  • Health care insurance
  • 401(k) retirement account
  • Paid sick time
  • Paid personal time off
  • Paid parental leave
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