Machine Learning Engineer 2

Overview

Machine Learning Engineer, Customer Memory, on the Conversation Memory team, which builds the memory layer behind Twilio's Conversational AI platform. The role builds and scales pipelines that turn raw conversation data into structured, searchable customer memory, and the evaluation systems that keep that memory accurate.

What you'll do

• Build the extraction pipeline that turns raw data into structured memory, tuning the LLM prompts and schemas that decide what an AI agent remembers about a customer and what it forgets.
• Own the retrieval path that answers "what do we know about this person?" in milliseconds, working with embeddings, vector search, and ranking.
• Contribute to the eval systems that measure whether memory is improving, turning quality into benchmarks and regression gates that run before every change ships.
• Diagnose production issues across the ingestion, extraction, and indexing path using logs, metrics, and traces.
• Partner with Product and ML teams to translate customer problems into system changes and evaluation criteria.

What you'll need

• Experience building backend services, and a demonstrated ability to pick up new languages, frameworks, and tools as the problem demands.
• A curious approach to service management: ability to investigate how systems actually behave in production, and desire to continuously learn how to operate them with rigor and accountability.
• Experience building or working with evaluation/quality-measurement systems, such as regression detection or quality metrics, or the desire to learn.
• Solid grounding in observability practices: structured logging, metrics, and using them to debug distributed systems in production.
• Fluency with AI-assisted dev tools (e.g. agents for code generation, review, debugging), applied with deliberate direction and critical thinking.

Nice to have

• Experience with Go and/or Python.
• Experience with event-streaming systems (e.g. Kafka).
• Experience building LLM-backed products.
• Practical experience applying ML, e.g. building, evaluating, or productionizing models.

Details

• Remote role; not eligible to be hired in San Francisco, CA, Oakland, CA, San Jose, CA, or the surrounding areas.
• Remote-first, but may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings.
• May be required to travel occasionally for project or team in-person meetings.
• Pay ranges: $128,560 - $160,700 (Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont, Washington D.C.); $136,000 - $170,000 (New York, New Jersey, Washington State, or California outside the San Francisco Bay area).
• May be eligible for Twilio's equity plan and corporate bonus plan.