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 over task lists. This role puts you in command of an AI product from end to end: weekly customer meetings, deciding what ships, and deploying to production. Your dual objectives: drive Kayako One to resolve support tickets autonomously and construct an AI sales pipeline that moves prospects from initial contact through deal closure. You own the technology stack, product roadmap, release schedule, and final results.

The broader industry isolates engineers from end users under the banner of "process." We take a different approach. No chain of PM → designer → "customer success" stands between you and the ground truth. You'll lead weekly discovery sessions, convert user pain into product decisions, ship quickly, and track tangible outcomes. You'll also architect the AI sales automation stack that may serve as the blueprint for Trilogy's portfolio-wide go-to-market motion. Here, adoption metrics, resolution rates, CSAT scores, and pipeline velocity define success.

This position means owning the complete system: new AI capabilities in Kayako One that improve ticket resolution performance; integrations spanning CRMs and ticketing systems; outreach workflows and targeting rules; pipeline connectors; reporting that validates impact; plus deployments, monitoring, and incident management to maintain uptime. This is not a backend-focused role executing pre-defined tickets, nor a comfortable lane with handoffs. You'll write code when required, configure AWS infrastructure expertly, adopt tools like Voiceflow or Cursor without friction, and ensure LLMs deliver in production rather than merely impress in demos.

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