# Christopher Li

> Staff Software Engineer at Twilio Inc.

Location: New York, New York, United States
Profile: https://flows.cv/christopherli

## Work Experience
### Senior Software Engineer @ Twilio
Jan 2022 – Present
As a senior software engineer on the efficiency engineering team, I design and build software for the Communications business unit as well as maintain and support existing software for support operations. Currently, I'm part of a project team focused on developing software and systems using generative AI and ML capabilities.

Technologies used: AWS, React, Express, HTML/CSS, Node, Typescript, Terraform, Jest, react-testing-library, Cypress,  Docker, Nx

### Software Engineer II @ Twilio Inc.
Jan 2020 – Jan 2020 | Denver, Colorado, United States
As a software engineer at Twilio, I was involved with building impactful support operations software and had experience leading a team of engineers.

• Developed and released a support entitlements system, applying SLA and ticket routing attributes for tickets representing 16-18% of total monthly volume.
• Replaced a third-party chat system we were using for SendGrid with a custom-built experience, boosting chat support adoption for SendGrid users to 30% while maintaining a CSAT >4.
• Implemented chat transfer to product team functionality within our chat support system stack.
• Led a workstream team of engineers, collaborating with stakeholders to refine requirements, set sprint priorities, manage timelines and help unblock teammates.
• Contributed to a winning team in the 2020 annual internal hackathon.

Technologies used: AWS, React, Express, HTML/CSS, Node, Typescript, Jest, react-testing-library, Cypress,  Docker

### Software Engineer @ Twilio Inc.
Jan 2019 – Jan 2020 | Greater Denver Area

### Associate Software Engineer @ SendGrid
Jan 2017 – Jan 2019 | Greater Denver Area
As an Associate Software Engineer in a dynamic agile team at SendGrid, I played a key role in building and enhancing internal software for support and compliance operations.

• Helped design, develop and release an internal web application that improved defect and bug tracking for >$4M in MRR.
• Developed and released support help center UI improvements, such as specialized request forms that improved time-to-resolution for approximately 5% of monthly requests, as well as a callback request form that became a new support offering for paid customers.
• Collaborated with cross-functional teams to refine a compliance rules engine, bolstering automated account actions and flagging based on suspicious account behavior.

Technologies used: AWS, React, HTML/CSS, Javascript, Python, Ruby, Go, Docker

### Support Automation Engineer @ SendGrid
Jan 2017 – Jan 2017 | Greater Denver Area

### Associate Support Engineer @ SendGrid
Jan 2016 – Jan 2017

### Student Support Specialist @ Magoosh
Jan 2016 – Jan 2016

### Director of Special Projects @ Measure Education
Jan 2014 – Jan 2015
• Coached productivity management using David Allen’s "Getting Things Done" framework.
• Led project management during a critical phase, addressing timeline bottlenecks and resource allocation.
• Enhanced a Wordpress website with third-party plugins and updated copy.
• Analyzed and outlined financial trajectory for the next calendar year, offering strategic recommendations.

### Sales Associate @ HireArt
Jan 2015 – Jan 2015
• Trained in B2B sales process and methodologies, from lead generation to deal closing.
• Executed daily sales activities, including cold calling, email correspondence and lead tracking via Salesforce.

### Operational Specialist Intern @ DataDriven For Schools
Jan 2013 – Jan 2013
• Assisted in drafting and finalization of company 2013-2014 Sales & Marketing plan.
• Created integrated timesheet/invoice system with Minute7 and QuickBooks.
• Configured cloud-based project management system SmartSheets for company use.


## Education
### Bachelor of Science (BS) in Management
Penn State University
Jan 2010 – Jan 2014

### Bachelor of Arts (B.A.) in Integrated Arts - Audio Technology
Penn State University
Jan 2010 – Jan 2014

### Fellow in Learning for Action
Terra.do
Jan 2023 – Jan 2023

### Advanced Python Programming
RMOTR
Jan 2015 – Jan 2016


## Contact & Social
- LinkedIn: https://linkedin.com/in/christopherli450

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Source: https://flows.cv/christopherli
JSON Resume: https://flows.cv/christopherli/resume.json
Last updated: 2026-03-22