Senior AI Engineer

$200,000 USD/year ^{Pay is set based on global value, not the local market. Most roles = hourly rate x 40 hrs x 50 weeks}  ($100 USD/hour)

You're a full-stack product engineer seeking ownership rather than task lists. This role places you in command of an AI product from start to finish: engaging with customers on a weekly basis, deciding what features to develop, and deploying to production. You have two core objectives: enabling Kayako One to resolve support tickets autonomously without human intervention, and constructing an AI-powered sales pipeline that guides prospects from initial contact through deal closure. You determine the technology stack, product roadmap, release schedule, and final results.

Much of the software industry isolates engineers from end users under the guise of "process." That's not our approach. No chain of product manager → designer → "customer success" stands between you and ground truth. You will conduct weekly discovery sessions, convert user pain into product requirements, ship rapidly, and track tangible outcomes. You'll also build the AI sales automation infrastructure that may serve as the blueprint for Trilogy's portfolio-wide sales strategy. Here, adoption metrics, resolution rates, customer satisfaction scores, and pipeline velocity define success.

This position means owning the entire product: developing new AI capabilities in Kayako One that improve ticket resolution performance; building integrations with CRM and ticketing systems; designing outreach workflows and targeting algorithms; creating pipeline connectors; producing reports that validate effectiveness; and managing deployments, system monitoring, and incident handling to maintain uptime. This is not a backend-only role executing tickets specified by others, nor a comfortable lane with structured handoffs. You'll write code when necessary, configure AWS infrastructure expertly, adopt tools such as Voiceflow or Cursor without hesitation, and ensure LLMs perform reliably in production rather than merely impressing in demos.

You'll operate at the leading edge of our help desk solution and an AI sales automation initiative, with visibility across the portfolio. Success means customers actively use your releases, resolutions happen faster, end users report higher satisfaction, and the pipeline moves more cleanly and quickly. If you want to own results, engage with customers weekly, filter out distractions, and ship what actually moves the metric, this opportunity is for you.