Business Systems Engineer - Super Network

Profile

See yourself at Twilio

Join the team as our next Business Systems Engineer (L2).

Who we are & why we’re hiring

Twilio powers real-time business communications and data solutions that help

companies and developers worldwide

build better applications and customer experiences.

Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a globally anti-racist, anti-oppressive, anti-bias company that actively opposes racism and all forms of oppression and bias. At Twilio, we support

diversity, equity & inclusion

wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum.

About the job

This position is needed to help us scale our operations teams globally. This role will build technical solutions for our operations teams and other customers. As a Business Systems Engineer, you will use technical development skills to manage existing CX in existing workflows, build new infrastructure and lead projects focused on operational excellence as we scale in pace with business growth.

Responsibilities

In this role, you’ll:

Own the design, configuration, and maintenance of our Zendesk workflows and associated integrations - including triggers, automation, macros, queries, and dashboards

Demonstrate extreme empathy for our operators and build solutions to optimize their experiences using software products like Looker, Tableau and our custom applications

Use data to drive continuous improvement of our processes to improve customer experience

Collaborate with Support IT teams, Engineering, Product, Operations leadership and other groups to ensure cross functional alignment

Use a combination of standard functionality and custom development to solve unique business challenges and simplify the design of our systems, so we scale as we grow

Proactively gather needs from internal users and elegantly convert requirements into technical solutions that meet the needs of our operations teams

Define and manage a workflow roadmap (e.g., timing, sequencing, prioritization) to optimize for operational efficiency and customer satisfaction

Qualifications

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

Required:

2 years experience creating technical solutions in operations and/or data analytics with workflow tools like Zendesk, ServiceNow, JIRA and PagerDuty. Your analysis and insights have helped a department to grow. Experience working on short code applications/porting/Sender ID applications is a plus.

Demonstrated expertise in designing and building technical products like SOAP, REST API. You’re thorough, methodical and extremely organized.

Technical aptitude to take on development work using Python, R, or another language, to create tables, manage databases and create compelling, relevant and actionable reports using tools such as Looker, Tableau, or a similar business intelligence tool.

Appetite and proclivity to dive deep into complicated processes and systems. You regularly apply the principles of operational excellence to optimize processes with technical solutions while improving quality, customer satisfaction, and productivity

Ability to build effective cross-functional working relationships and work through conflict

Excellent written and verbal communications skills

Desired:

Demonstrated resilience in overcoming roadblocks with a pervasive positive attitude

Strong track record of providing consistent, concise updates to a wide range of stakeholders including senior leadership

Location

This role will be

remote.

What We Offer

There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call

Twilio Magic

. Additionally, we empower employees to build

positive change in their communities

by supporting their volunteering and donation efforts.

So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!

If this role isn't what you're looking for,

please consider other open positions

Colorado applicants:

The estimated pay range for this role, based in Colorado, is

$74,560.00 - $93,200.00

Non-Sales: Additionally, this role is eligible to participate in Twilio's equity plan.

The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location within the state. This role is also eligible to participate in Twilio’s equity plan and for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.

Company info

Twilio Inc
Website : https://www.twilio.com