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 product-focused engineer seeking ownership over execution tickets. This position places you in command of an AI product from end to end: weekly customer meetings, feature prioritization, and production deployments. Two core objectives define the role: drive Kayako One to resolve support tickets autonomously and construct an AI-driven sales pipeline that guides prospects from initial contact through deal closure. You determine the technology choices, development priorities, release timing, and business results.

The broader industry segregates engineers from end users under the guise of "process." Our approach is different. No intermediary layer of PM → design → "customer success" stands between you and market reality. You'll conduct weekly discovery sessions, convert user pain into working product, deliver rapidly, and track tangible outcomes. You'll also architect the AI sales automation infrastructure that may serve as the blueprint for Trilogy's portfolio-wide go-to-market motion. Success metrics here are adoption rates, resolution performance, CSAT scores, and pipeline velocity.

This position means full ownership: new AI capabilities in Kayako One that elevate ticket resolution performance; connections to CRMs and ticketing systems; outreach sequences and targeting algorithms; pipeline integration points; analytics proving effectiveness; plus deployments, system monitoring, and incident management to maintain uptime. This is not a backend-only role executing pre-defined specifications, nor a comfortable lane with structured handoffs. You'll write code where necessary, configure AWS infrastructure expertly, adopt tools like Voiceflow or Cursor without friction, and ensure LLMs perform reliably in production rather than merely impressing in demos.

You'll operate at the sharp edge of our help desk product and an AI sales automation initiative, with visibility across the portfolio. Success manifests as customers actively using your releases, improved resolution speed, elevated end-user satisfaction, and a more efficient, accelerated pipeline. If you seek to own results, engage customers weekly, filter out distractions, and ship what actually moves key metrics, this opportunity is designed for you.