AI Solutions Architect

$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 over ticket assignments. This role puts you in charge of an AI product from start to finish: conducting weekly customer meetings, deciding what to develop, and deploying to production. Your dual objectives: enable Kayako One to resolve support tickets autonomously and construct an AI sales pipeline that moves prospects from initial contact through closing. You dictate the technology stack, product roadmap, release schedule, and business results.

The broader industry isolates engineers from end users under the guise of "process." We reject that model. No chain of product manager → designer → "customer success" stands between you and ground truth. You'll lead weekly discovery sessions, transform user pain into working product, ship quickly, and track tangible outcomes. You'll also create the AI sales automation infrastructure that may serve as the blueprint for Trilogy's portfolio-wide selling approach. Here, adoption metrics, resolution rate, CSAT, and pipeline velocity define success.

This position means owning everything: novel AI capabilities in Kayako One that improve ticket resolution rates; integrations with CRM and ticketing systems; outreach workflows and targeting algorithms; pipeline connectors; reporting that validates effectiveness; plus deployments, monitoring, and incident management to maintain uptime. This is not a backend-only role executing tickets someone else defined, nor a comfortable lane with handoffs. You'll code when required, configure AWS expertly, adopt tools like Voiceflow or Cursor without hesitation, and make LLMs perform reliably in production rather than merely shine in demos.

You'll operate at the cutting edge of our help desk product and an AI sales automation initiative, with portfolio-wide exposure. Success means customers actively using your releases, faster resolution times, improved end-user satisfaction, and a more efficient, faster-moving pipeline. If you want outcome ownership, weekly customer conversations, the ability to reject distractions, and the mandate to ship what drives the metric, this is your chance.