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Khushbu Shaikh

Technical Lead, Principal Technical Account Manager at Twilio
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Khushbu Shaikh is a dynamic technology leader, innovator, and advocate for women in tech, currently serving as a Technical Lead, Principal Technical Account Manager at Twilio. With over eight years of experience in cloud communications, APIs, and platform reliability, Khushbu leads Twilio’s Emerging Products team, where she delivers large-scale technical solutions for enterprise clients while also influencing product direction through customer advocacy.

Her journey is marked by continuous growth and resilience — earning three promotions and a major leadership award within four years at Twilio, all while balancing motherhood and the demands of a high-impact technical role. Her story reflects not only technical excellence but also her ability to break barriers and lead by example.

Khushbu’s achievements have earned widespread recognition:

Dallas Business Journal’s 40 Under 40 Honoree

Cloud Girls Rising Star Award

Twilio Magic Owl Award (2024)

Named an industry expert by IEEE Women in Engineering (WIE)

Beyond her professional accomplishments, Khushbu is a passionate mentor and community builder. She is the founder of TechXplorationHub, a global community dedicated to helping professionals — especially women and international talent — transition into tech and leadership roles. She actively mentors through CodePath.org, ChickTech, and WomenTech Network, guiding early-career technologists in areas like cloud communication, career growth, and technical interviews.

In addition to her leadership in the cloud communications space, Khushbu plays an active role in advancing the broader tech community through thought leadership, technical judging, and academic contribution. She regularly serves as a judge for global hackathons and analytics competitions, helping recognize and elevate innovative solutions from emerging talent. She is also a reviewer for leading technical journals and conference committees, providing feedback on cutting-edge research in areas such as APIs, AI, and communications systems.

Khushbu is currently the author of several industry-focused research papers, including her recent work on AI-powered IVR systems, which is gaining traction and readership in both academic and enterprise circles. Her ability to translate deep technical knowledge into accessible, forward-looking insights continues to expand her influence across the tech ecosystem.

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  • Twilio
    Technical Lead, Principal Technical Account Manager
    started Aug 2020
  • Unlocking Real-Time Customer Insights: A New Approach
    Khushbu emphasizes that businesses often overlook support teams as a source of immediate customer insights. She argues, "The issue lies in tool implementation rather than the tools themselves." By breaking down silos and fostering cross-functional collaboration, companies can achieve real-time customer experience evolution, leading to reduced handle times and increased NPS scores.
  • Empathy and Communication: Keys to Boosting Customer Loyalty
    Khushbu emphasizes that handling customer issues with "care, communication, and empathy" strengthens loyalty. She cites a Cisco case where resolving an SSL handshake issue retained a client. Key practices include understanding problems, assessing severity, and clear communication. Support teams should be empowered to solve issues, not just close tickets, fostering trust and product innovation. Identifying support patterns can also enhance customer experience.
  • Agentic AI: Revolutionizing Customer Support Beyond Chatbots
    Khushbu explains that agentic AI surpasses traditional chatbots by autonomously making decisions and learning from interactions. It handles complex tasks, reducing wait times and improving satisfaction. "The future is a hybrid of human and AI agents," she notes, emphasizing the need for CX teams to develop analytical skills and emotional intelligence while maintaining oversight to mitigate risks.