WEM AQM Prompt Engineer

About the role

Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide. The Specialized Services team is building a dedicated Prompt Engineering practice to support the accelerating adoption of Five9 AQM across our customer base. 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.

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: Define category intent & scope → Five9 AQM Prompt Engineering: Define prompt intent & evaluation scope
• Speech Analytics / Verint AQM: Select & tag representative call samples → Five9 AQM Prompt Engineering: Select evaluation call samples
• Speech Analytics / Verint AQM: Iteratively tune keyword / phrase sets → Five9 AQM Prompt Engineering: Iteratively refine prompt wording & logic
• Speech Analytics / Verint AQM: Test against live call traffic → Five9 AQM Prompt Engineering: Test prompt outputs against real calls
• Speech Analytics / Verint AQM: Validate recall & precision metrics → Five9 AQM Prompt Engineering: Validate pass / fail accuracy metrics
• Speech Analytics / Verint AQM: Document & hand off to QA team → Five9 AQM Prompt Engineering: Document prompts for QA workflow

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.

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.

Pay

The US base salary range for this role is $70,400—$195,700 USD. 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 total compensation package for this position may also include an annual performance bonus, stock, and/or other applicable incentive compensation plans.

Benefits

• 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.
• 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