AI Software 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 instead of task assignments. This position puts you in charge of an AI product from start to finish: conducting weekly customer meetings, deciding features to build, and deploying to production. Your dual objectives: enable 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 stack, product roadmap, release schedule, and measurable results.

The broader industry isolates engineers from end users under the guise of "process." Our approach differs. No chain of product managers, designers, or customer success teams stands between you and ground truth. You'll lead weekly discovery sessions, convert user pain into product requirements, deliver rapidly, and track concrete outcomes. You'll also develop the AI sales automation infrastructure that may serve as the blueprint for Trilogy's portfolio-wide sales strategy. Here, adoption metrics, resolution percentages, customer satisfaction scores, and pipeline velocity define success.

This role means controlling everything: innovative AI capabilities in Kayako One that improve ticket resolution; connections with CRM and ticketing systems; outreach sequences and targeting algorithms; pipeline integrations; analytics demonstrating efficacy; plus deployment, monitoring, and incident management to maintain uptime. It is not a backend-focused position executing pre-defined tickets, nor a comfortable lane with structured handoffs. You'll produce code when required, configure AWS infrastructure expertly, adopt tools like Voiceflow or Cursor seamlessly, and ensure LLMs perform reliably in production environments beyond simple demonstrations.

You'll operate at the sharp edge of our help desk solution and an AI sales automation initiative, with visibility across the portfolio. Success manifests as customer adoption of your releases, accelerated resolutions, improved user satisfaction, and a streamlined, faster-moving pipeline. If you want accountability for outcomes, weekly customer interaction, the ability to filter out distractions, and the freedom to ship what drives impact, this opportunity is for you.