Senior AI Engineer, Trilogy (Remote) - $200,000/year USD in London

Overview

You are a full-stack product engineer seeking ownership rather than task lists. This role places you in command of an AI product from start to finish: engaging with customers on a weekly basis, deciding what features to develop, and deploying to production. You have two core objectives: enabling Kayako One to resolve support tickets autonomously without human intervention, and constructing an AI-powered sales pipeline that guides prospects from initial contact through deal closure. You determine the technology stack, product roadmap, release schedule, and final results.

Much of the software industry isolates engineers from end users under the guise of "process." That is not our approach. No chain of product manager → designer → "customer success" stands between you and ground truth. You will conduct weekly discovery sessions, convert user pain into product requirements, ship rapidly, and track tangible outcomes. You will also build the AI sales automation infrastructure that may serve as the blueprint for Trilogy's portfolio-wide sales strategy. Here, adoption metrics, resolution rates, customer satisfaction scores, and pipeline velocity define success.

This position means owning the entire product: developing new AI capabilities in Kayako One that improve ticket resolution performance; building integrations with CRM and ticketing systems; designing outreach workflows and targeting algorithms; creating pipeline connectors; producing reports that validate effectiveness; and managing deployments, system monitoring, and incident handling to maintain uptime. This is not a backend-only role executing tickets specified by others, nor a comfortable lane with structured handoffs. You will write code when necessary, configure AWS infrastructure expertly, adopt tools such as Voiceflow or Cursor without hesitation, and ensure LLMs perform reliably in production rather than merely impressing in demos.

You will operate at the leading edge of our help desk solution and an AI sales automation initiative, with visibility across the portfolio. Success means customers actively use your releases, resolutions happen faster, end users report higher satisfaction, and the pipeline moves more cleanly and quickly. If you want to own results, engage with customers weekly, filter out distractions, and ship what actually moves the metric, this opportunity is for you.

What You Will Be Doing

• Develop and deploy Kayako One capabilities—AI that increases ticket resolution, integrations with CRM/ticketing platforms, robust and scalable infrastructure, plus performance optimisations and bug resolutions.
• Conduct weekly discovery sessions with customers to convert actual pain points into product requirements and confirm direction with real users.
• Construct the AI sales automation infrastructure—outreach workflows, integrations with pipeline and sales tools, automated progression through sales stages, and reporting on performance metrics.
• Take full ownership of deployment and operations—end-to-end releases, monitoring/alerting/incident management, and AWS/database architecture.

What You Won't Be Doing

• It isn't simply coding to specifications provided by someone else — you're defining what gets built based on customer feedback.
• It isn't work confined to staging environments — everything you create reaches production and actual customers.
• It isn't narrow technical specialisation — you control the complete stack, infrastructure, and customer-facing experience.

Senior AI Engineer Key Responsibilities

• Develop and maintain an AI-driven customer support system that resolves tickets without requiring human agents.
• Develop and maintain a complete AI sales pipeline that manages deals from initial contact through closure.

Basic Requirements

• At least 5 years of professional software development experience.
• Experience owning entire products or major systems, not just features.
• Experience shipping AI/LLM-powered products to production (not just prototypes or demos).
• Deep AWS experience, including Lambda, S3, OpenSearch, RDS, CloudWatch, EventBridge, EC2, Route 53, CloudFront.
• LLM/AI integration experience, including Claude/ChatGPT prompt engineering, API integration.
• Experience coding in Python, Java, and JavaScript.
• Experience using MySQL database.
• Experience using Docker, deployment pipelines, and GitHub workflows.
• Experience with OpenAI and JWT API development.
• Experience with DNS management and web infrastructure.
• Customer-facing experience.

About Trilogy

Hundreds of software businesses run on the Trilogy Business Platform. For three decades, Trilogy has been known for three things: Relentlessly seeking top talent, innovating new technology, and incubating new businesses. Our technological innovation is spearheaded by a passion for simple customer-facing designs. Our incubation of new businesses ranges from entirely new moon-shot ideas to rearchitecting existing projects for today's modern cloud-based stack. Trilogy is a place where you can be surrounded by great people, be proud of doing great work, and grow your career by leaps and bounds.

There is so much to cover for this exciting role, and space here is limited. Hit the Apply button if you found this interesting and want to learn more. We look forward to meeting you!

Working with us

This is a full-time (40 hours per week), long-term position. The position is immediately available and requires entering into an independent contractor agreement with Crossover as a Contractor of Record. The compensation level for this role is $100 USD/hour, which equates to $200,000 USD/year assuming 40 hours per week and 50 weeks per year. The payment period is weekly. Consult www.crossover.com/help-and-faqs for more details on this topic.