AI Software Engineer, Trilogy (Remote) - $200,000/year USD

Overview

You're a full-stack product engineer seeking ownership instead of task lists. This role puts you in charge of an entire AI product: weekly customer meetings, product decisions, and production releases. Two core missions define your work: making Kayako One resolve support tickets autonomously and creating an AI sales pipeline that handles prospects from initial contact to deal closure. You own the technology stack, product roadmap, release schedule, and business results.

The broader industry separates engineers from end users under the guise of "process." That's not our approach. No chain of product managers, designers, or customer success teams stands between you and ground truth. You'll conduct weekly discovery sessions, convert customer pain into product capabilities, ship rapidly, and track tangible outcomes. You'll also build the AI sales automation infrastructure that may define how Trilogy executes sales across its entire portfolio. Your success metrics are adoption rates, resolution percentages, customer satisfaction scores, and pipeline velocity.

This position means owning everything: new AI capabilities in Kayako One that increase ticket resolution; CRM and ticketing platform integrations; outreach workflows and targeting algorithms; pipeline connectors; reporting that validates effectiveness; plus deployments, monitoring, and incident management to maintain uptime. This isn't a backend-only role executing specifications from others, nor a comfortable position with clean handoffs. You'll code as circumstances require, configure AWS expertly, adopt tools like Voiceflow or Cursor seamlessly, and ensure LLMs perform reliably in production rather than merely impressing in demos.

You'll operate at the sharp edge of our help desk product and an AI sales automation initiative with portfolio-wide impact. Success means customers actively using your releases, faster ticket resolutions, improved end-user satisfaction, and a more efficient, faster-moving sales pipeline. If you want to own business outcomes, engage customers weekly, filter out distractions, and ship what actually drives key metrics, this opportunity is yours.

What You Will Be Doing

• Develop and deploy Kayako One capabilities—AI that increases ticket resolution rates, integrations with CRM/ticketing systems, reliable and scalable infrastructure, plus performance optimizations and bug resolution.
• Conduct weekly customer discovery sessions to convert actual pain points into product requirements and confirm product direction with real users.
• Create the AI sales automation infrastructure—outreach workflows, integrations with pipeline tools, automated progression through sales stages, and performance analytics.
• Manage deployments and operations—full-stack releases, monitoring/alerting/incident management, and AWS/database infrastructure administration.
  
  

• It isn't simply coding to specifications provided by others — you're determining what gets built based on customer feedback.
• It isn't work that remains in staging environments — everything you create reaches production and actual customers.
• It isn't narrow technical specialization — you're responsible for the complete stack, infrastructure, and customer experience.
  
  

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

• Minimum 5 years of professional software development experience
• Track record of owning complete products or major systems, not merely individual features
• Proven experience shipping AI/LLM-powered products to production environments (not limited to prototypes or demonstrations)
• Extensive AWS experience, including Lambda, S3, OpenSearch, RDS, CloudWatch, EventBridge, EC2, Route 53, CloudFront
• Practical LLM/AI integration experience, including Claude/ChatGPT prompt engineering and API integration
• Coding proficiency in Python, Java, and JavaScript
• Working experience with MySQL database
• Practical experience with Docker, deployment pipelines, and GitHub workflows
• Hands-on experience with OpenAI and JWT API development
• Experience managing DNS and web infrastructure
• Direct customer-facing experience
  
  

Hundreds of software businesses run on the Trilogy Business Platform. For three decades, Trilogy has been known for 3 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 with 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.

Crossover Job Code: LJ-5724-IN-NewDelhi-AISoftwareEngi