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 task execution. This position gives you end-to-end control of an AI product: weekly customer engagement, feature prioritization, and production deployment authority. Two core objectives define the role: evolving Kayako One to autonomously resolve support tickets and constructing an AI-driven sales pipeline that shepherds prospects from initial contact through deal closure. You direct the technology stack, product roadmap, release schedule, and business results.

The broader industry isolates engineers from end users under the banner of "process." That's not our approach. No layers of product management, design, or customer success teams stand between you and ground truth. Weekly discovery sessions are yours to lead—you'll convert user pain into shipping decisions, deploy rapidly, and track tangible outcomes. You'll also architect the AI sales automation framework that could define how Trilogy executes sales across its entire portfolio. Adoption metrics, resolution rates, CSAT scores, and pipeline velocity form your performance dashboard.

This role means total ownership: developing new AI capabilities within Kayako One to elevate ticket resolution performance; establishing integrations with CRM and ticketing systems; designing outreach workflows and targeting algorithms; building pipeline connectors; creating reporting that validates impact; plus handling all deployment, monitoring, and incident management to ensure uptime. This isn't a backend-only position executing someone else's specifications, nor a comfortable lane with clean handoffs. You'll write code when required, configure AWS infrastructure expertly, adopt tools like Voiceflow or Cursor without friction, and make LLMs perform reliably in production rather than merely shine in demos.

You'll operate at the strategic edge of our help desk product and an AI sales automation initiative, with visibility across the portfolio. Success means customers actively using your releases, improved resolution speed, elevated user satisfaction, and a leaner, faster-moving pipeline. If you're ready to own results, engage customers weekly, filter out distractions, and ship what drives the metric, this opportunity is yours.