You will architect the Capacity Engine, build and maintain a comprehensive capacity model, and mathematically map volume mix, omnichannel routing, offshore capture rates, customer escalations, and more.

You will also model Agent Productivity, transform raw agent-level workforce data into actionable intelligence, compute ticket lifecycle metrics, validate handle time distributions, and build logic to detect outlier behaviors.

Additionally, you will own the Financial Translation, bridge the gap between Operations and Finance, and translate Erlang C FTE requirements into a fully loaded staffing plan.

You will drive BPO Capacity Locks, generate and enforce the 30-60-90 day headcount lock plans for our offshore vendor partners, and hold them accountable to forecasted hiring and shrinkage targets.

You will own the Staffing Plan, compute, align, and project operational rates down to the customer's issue-type level and market segment, and apply seasonality adjustments and project demand across monthly, quarterly, and multi-year horizons.

If you have a deep understanding of capacity planning fundamentals, cross-functional influence, data-backed storytelling, and AI-augmented execution, you'd be a great fit for this role.

The expected base pay range for this position is $124,100 - $146,000, based on a variety of factors including qualifications, experience, and geographic location.

In addition to base salary, this role may be eligible for an equity grant, depending on the position and level.

Benefits offered include equity compensation, medical, dental, and vision coverage, HSA/FSA, 401K, work-from-home stipend, therapy reimbursement, 16-week parental leave, carrot fertility annual reimbursement and membership, 13 paid holidays, flexible PTO, employee assistance program, and training and professional development.

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In this role, you'll be responsible for new customer acquisition and driving ACV for a specific set of accounts while maintaining the highest levels of customer satisfaction. You will master creating pricing proposals, negotiating terms and managing the contract process. Ideally, you also have experience selling communications solutions to a technical and business audience, building trust and mutual respect with technical customers and peers.

Responsibilities:

• Be responsible for new customer acquisition and driving ACV for a specific set of accounts while maintaining the highest levels of customer satisfaction.
• Master creating pricing proposals, negotiating terms and managing the contract process.
• Are passionate about what you do and you are able to think outside of the box and have extraordinary interpersonal and communication skills to make complex contractual, technical, and financial details sound simple.
• Able to balance challenging priorities and handle multiple projects/deals at the same time.

Qualifications:

• 8+ years of Enterprise Sales experience and a track record of personally selling and closing complex solutions to enterprise and software companies.
• Strong experience identifying, mapping and prospecting enterprise accounts.
• Proven success in selling complex, technical solutions such as cloud communications platforms, APIs, Conversational AI and/or enterprise software.
• Experience in account management, developing large enterprise clients, and a history of meeting or exceeding sales targets.
• Experience working with Fortune 500 or similarly large enterprises.
• Background in working within a quota-driven environment with proven ability to close high-value deals (e.g., six to seven figures).
• Expertise in solution-based selling or consultative selling.
• Strong negotiation and contract management skills, including handling complex deals with long sales cycles.
• Prospecting and lead generation skills,ability to develop a pipeline through multiple channels, including direct sales, partnerships, and networking.
• Ability to build and nurture relationships with C-level executives, decision-makers, cross-functional partners and key stakeholders in large enterprises.
• Strong presentation and negotiation skills.
• Comfortable working in a dynamic / environment.
• Familiar working with MEDDPICC sales qualification methodology and other Sales methodologies.

Desired:

• Ideally, you also have experience selling both to a business and technical audience.
• Understanding of the CPaaS & Customer Engagement ecosystem and familiarity with:

• Cloud communications (voice, SMS, chat, video, etc.).
• Contact centre agent productivity and Conversational AI.
• APIs and integrations for communication services.
• Telecommunications industry dynamics.
• Knowledge of enterprise technology architecture and the technical needs of large organizations, including how CPaaS solutions integrate with existing systems.

Travel:

This role will be remote and based in the UK or Ireland. A minimum of 25% travel is anticipated to help you connect in-person in a meaningful way.

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!

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