AI Application Analyst

Who we are At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. See yourself at Twilio Join the team as Twilio’s next AI Application Analyst. About the job This position is a key member of the People Data Solutions and AI (PDS) team, needed to design and develop AI agents and assistants focused on enhancing People Team operations through expert prompt engineering and AI instruction development. This role involves scoping, designing, building, and launching AI agents and assistants to support the People Team’s highest priority needs. You will apply your expertise in prompt engineering and AI instruction writing to develop effective AI solutions that improve team operations and productivity. Working closely with various teams, you will contribute to scaling AI capabilities in a practical and impactful way within a dynamic work environment. Responsibilities

In this role, you’ll:

• Drive outcomes with stakeholders from requirement gathering and problem identification to build, test, launch, and enable automation solutions.
• Design and development of AI agents and assistants by crafting clear, precise prompts and detailed AI instructions tailored to People Team needs.
• Build and deliver AI related enablement and training to end users.
• Continuously design, test and refine prompt structures and instruction sets to optimize AI response accuracy, relevance, and usability.
• Drive evaluation, testing, and integration and enablement of new enterprise AI tools (ie Gemini) for the People team specifically
• Analyze AI agent interactions and performance data to identify areas for improvement and implement iterative enhancements.
• Create comprehensive documentation of prompt engineering methods and AI instruction guidelines to support team adoption and future projects.
• Participate as a member of the People Data Solutions (PDS) and AI team to help shape and drive team strategy and roadmaps, as well as design, test, and help launch broader PDS products.

Qualifications Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to 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:

• Proven experience in prompt engineering and developing AI instructions for conversational agents or assistants.
• Strong understanding of AI language models and natural language processing concepts.
• Ability to write clear, concise, and effective AI instructions to guide model behavior.
• Experience collaborating with cross-functional teams to translate business needs into AI solutions.
• Ability to work independently while also collaborating effectively with team members.
• Familiarity with Python is a plus but not mandatory.
• Excellent communication skills, with attention to detail and quality in AI content creation.
• Demonstrated problem-solving skills and ability to work in a fast-paced, evolving environment.

Desired:

• Experience with AI platforms such as OpenAI, Gemini, Claude, Hugging Face, or similar.
• Familiarity with prompt tuning and fine-tuning techniques for language models.
• Knowledge of Python programming and scripting for AI applications.
• Background in human-computer interaction or UX design related to AI assistants.
• Understanding of data privacy and security considerations in AI deployments.
• Ability to analyze user feedback and usage data to improve AI performance.
• Passion for innovation and staying current with advances in AI and NLP technologies.

Location

• This role will be remote, and based in Colombia.

Travel We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings. What We Offer Working at Twilio offers many benefits, including competitive pay, 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. Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.