WEM AQM Prompt Engineer

About this role

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

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