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 who thrives on ownership rather than task lists. This role puts you in charge of an AI product from start to finish: engaging with customers every week, deciding the roadmap, and deploying to production. Your dual focus: enable Kayako One to resolve support tickets autonomously and construct an AI‑driven sales pipeline that moves prospects from initial contact to closed deal. You own the technology stack, the product direction, the release schedule, and the business results.

The broader industry isolates engineers from end users behind layers of "process." We reject that model. No intermediary chain of product managers, designers, or customer success teams stands between you and the field. You'll lead weekly discovery sessions, convert customer challenges into product requirements, release iteratively, and track measurable outcomes. You'll also build the AI sales automation framework that may serve as the blueprint for Trilogy's portfolio‑wide go‑to‑market. Here, success is measured by adoption metrics, resolution rates, customer satisfaction scores, and pipeline velocity.

This position means owning the entire system: developing new AI capabilities in Kayako One to improve ticket resolution; building integrations with CRM and ticketing systems; designing outreach workflows and targeting algorithms; creating pipeline connectors; producing reports that validate effectiveness; and managing deployments, monitoring, and incident handling to ensure uptime. This is not a backend‑only role executing pre‑defined tickets, nor a comfortable lane with hand‑offs. You'll write production code as required, configure AWS infrastructure expertly, adopt tools such as Voiceflow or Cursor seamlessly, and ensure LLMs perform reliably in production rather than merely impressing in demos.

You'll operate at the leading edge of our help desk product and an AI sales automation initiative, with visibility across the portfolio. Success means customers actively use your releases, resolutions accelerate, end users report higher satisfaction, and the pipeline becomes cleaner and faster. If you want to own business outcomes, engage with customers weekly, filter out distractions, and ship what truly moves the needle, this opportunity is for you.