WEM AQM Prompt Engineer

Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide. Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves. Five9 is one of the world's leading cloud contact center platforms, and our AI-powered Automated Quality Management (AQM) product is transforming how enterprises evaluate and improve agent performance. To support the accelerating adoption of Five9 AQM across our customer base, the Specialized Services team is building a dedicated Prompt Engineering practice. We are seeking three WEM AQM Prompt Engineers to join this new capability team. These roles sit at the intersection of contact center domain expertise and applied AI — designing, testing, and optimizing the LLM prompts that power Five9 AQM's automated evaluation criteria. If you have spent years building Speech Analytics categories in Verint, category sets in NICE, or Topics in Genesys, you already think and work the way this role requires. Why Your Speech Analytics Experience Maps Directly to This Role The Five9 AQM Prompt Engineering workflow follows the same disciplined, iterative process that experienced Speech Analytics analysts use every day: Speech Analytics / Verint AQM Five9 AQM Prompt Engineering Define category intent & scope Define prompt intent & evaluation scope Select & tag representative call samples Select evaluation call samples Iteratively tune keyword / phrase sets Iteratively refine prompt wording & logic Test against live call traffic Test prompt outputs against real calls Validate recall & precision metrics Validate pass / fail accuracy metrics Document & hand off to QA team Document prompts for QA workflow Key Responsibilities • Design, author, and iteratively optimize LLM evaluation prompts within Five9 AQM, translating quality management frameworks into accurate, testable prompt logic. • Partner with customers and internal delivery consultants during AQM implementation engagements to define evaluation scope, intent, and pass/fail criteria. • Select and analyses representative call samples to validate prompt performance; apply precision and recall thinking to measure and improve prompt accuracy. • Maintain a structured prompt library — versioning prompts, documenting changes, and managing prompt lifecycle from initial design through to production handover. • Collaborate with QA and Implementation teams to integrate prompt outputs into broader QM workflow design, including scoring forms and reporting. • Identify prompt failure patterns and apply structured debugging techniques, including chain-of-thought adjustments, instruction clarity improvements, and few-shot example tuning. • Contribute to the development of Five9 AQM prompt engineering standards, best practice documentation, and reusable prompt templates. • Support pre-sales activities by demonstrating Five9 AQM prompt capabilities and articulating the value of AI-driven quality evaluation to prospective customers. • Stay current with LLM developments, prompt engineering research, and the evolving Five9 AQM product roadmap. Ideal Candidate Profile The strongest candidates will come from a Speech Analytics background with hands-on experience designing and optimizing categories, category sets, or topic models in platforms such as Verint, NICE CX one, or Genesys — and who are ready to apply that same analytical rigor to LLM prompt design. Key Requirements • Minimum 3 years' hands-on experience as a Speech Analytics Analyst, QM Analyst, or WEM Application Consultant with deep involvement in category/topic design and optimization in Verint (Categories/CategorySets), NICE (Category Sets), Genesys (Topics), or equivalent platforms. • Demonstrable prompt engineering skills — either via formal qualification or a verifiable portfolio of prompt design work (production prompts, evaluation outputs, or documented iteration cycles). • Strong understanding of contact center Quality Management processes, evaluation frameworks, and scoring methodologies. • Experience selecting and analyzing call/interaction samples for model validation; comfortable applying precision, recall, and F1-score thinking to prompt performance measurement. • Proven ability to translate business and QM requirements into structured, testable evaluation logic. • Excellent written communication skills — prompt engineering is fundamentally a writing discipline. • Experience working in a customer-facing or professional services environment. • BA/BS or equivalent experience. Preferred Qualifications • Formal prompt engineering certification or coursework (e.g., DeepLearning.AI Prompt Engineering for Developers, Anthropic Prompt Engineering certification, OpenAI Prompt Engineering course, or equivalent). • Hands-on experience with one or more major LLM platforms (OpenAI, Anthropic Claude, Google Gemini, or similar) including direct API or playground usage. • Prior exposure to Five9 AQM or equivalent AI-native QM solutions. • Experience with NICE Enlighten, Qualtrics, Medallia, or other AI-driven analytics platforms. • Familiarity with JSON, basic scripting, or no-code automation tools — useful for prompt testing workflows. • Experience developing training materials or internal knowledge base documentation. • Background in compliance-driven QM environments (financial services, healthcare, utilities). Key Competencies • Analytical Rigor — applies structured, data-driven thinking to prompt design and performance measurement. • Linguistic Precision — writes clear, unambiguous instructions; understands how wording choices affect model behavior. • Iterative Mindset — comfortable with test-and-learn cycles; treats prompt refinement as an ongoing discipline, not a one-time task. • Domain Expertise — deep understanding of contact center operations, QM frameworks, and agent evaluation best practices. • Customer Orientation — able to translate client QM goals into technical prompt requirements and communicate findings clearly to non-technical stakeholders. • Intellectual Curiosity — keeps pace with the rapidly evolving LLM and generative AI landscape. About Five9 WEM Specialized Services The Specialized Services team within Five9 Professional Services delivers expert-led implementation, optimization, and advisory engagements across the Five9 WEM portfolio. Our AQM Prompt Engineering practice is a newly established center of excellence, designed to ensure that customers realize the full potential of Five9's AI-powered quality management capabilities. These roles offer the opportunity to be founding members of a high-impact team at the leading edge of AI adoption in the contact center industry. Work Location: This role is fully remote for candidates who reside outside the 30 mile radius of one of our offices. For candidates who reside within a 30 mile radius of one of our offices, this role is Hybrid and would require 3 days a week (T, W, TH) in office. As part of our continued commitment to diversity, equity, and inclusion, Five9 supports pay transparency during the entire recruitment process. Actual compensation packages are based on several factors that are unique to each candidate including, but not limited to: skill set, depth of experience, certifications, and specific work location. The range displayed reflects the minimum and maximum target for new hire salaries for the job across the United States. Your recruiter can share more about the specific compensation package during your hiring process. Additionally, the total compensation package for this position may also include an annual performance bonus, stock, and/or other applicable incentive compensation plans. Our total reward package also includes: Health, dental, and vision coverage, beginning on the first day of employment. Five9 covers 100% of the employee portion of the health, dental and vision coverage and shares a high portion of the dependent cost. We also offer Short & Long-Term Disability, Basic Life Insurance, and a 401k saving plan with employer matching. Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching and self-guided mindfulness exercises for all covered employees and their covered dependents. Generous employee stock purchase plan. Paid Time Off, Company paid holidays, paid volunteer hours and 12 weeks paid parental leave. All compensation and benefits are subject to the requirements and restrictions set forth in the applicable plan documents and any written agreements between the parties. The US base salary range for this role is below. $70,400 — $195,700 USD Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer. Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.