Senior WEM AQM Prompt Engineer

Five9

23d•$88,900 - $247,700•Hybrid

About The Position

Five9 is seeking a Senior WEM AQM Prompt Engineer to lead and shape its dedicated AQM Prompt Engineering capability within Specialized Services. This role involves not only hands-on prompt design but also acting as the technical authority for Five9 AQM prompt engineering. Responsibilities include setting standards, building reusable assets, mentoring the Prompt Engineer team, and handling complex customer escalations and pre-sales engagements. The ideal candidate will have a strong background in building sophisticated Speech Analytics programs and significant prompt engineering skills. This role is crucial for transforming how enterprises measure, evaluate, and improve agent and interaction quality at scale using AI-powered Automated Quality Management (AQM).

Requirements

Minimum 5 years' hands-on experience as a Speech Analytics Lead, Senior QM Analyst, or WEM Consultant with deep expertise in category/topic design, program governance, and optimization in Verint (Categories/Category Sets), NICE CXne (Category Sets), Genesys (Topics), or equivalent — at a seniority level sufficient to have owned or led an analytics program.
Formal prompt engineering qualification or a verifiable, substantive portfolio of production-grade prompt design work, including evidence of iterative refinement, performance measurement, and documentation.
Demonstrable understanding of LLM behavior — including how prompt structure, instruction framing, persona assignment, chain-of-thought, and few-shot examples affect model outputs.
Strong background in Quality Management design: experience building evaluation frameworks, scorecard design, calibration processes, and QM governance.
Experience leading or mentoring technical team members in a delivery or consulting environment.
Proven track record of translating complex business requirements into structured, testable, and scalable technical solutions.
Excellent written and verbal communication skills; comfortable presenting to senior client stakeholders and internal leadership.
BA/BS or equivalent experience; advanced degree in a relevant discipline is advantageous.

Nice To Haves

Formal prompt engineering certification: DeepLearning.AI Prompt Engineering for Developers, Anthropic Prompt Engineering, OpenAI Prompt Engineering, DAIR.AI Prompt Engineering Guide, or equivalent industry-recognized program.
Direct experience with one or more leading LLM platforms at an advanced level (OpenAI GPT-4+, Anthropic Claude, Google Gemini, Meta Llama, or similar), including API usage, system prompt design, and evaluation harness development.
Prior hands-on experience with Five9 AQM or another AI-native QM solution (e.g., NICE Enlighten QM, Genesys Cloud AI Quality, Medallia, Qualtrics).
Experience contributing to or owning a Speech Analytics or QM center of excellence — including methodology documentation, internal training, and cross-client best practice standardization.
Familiarity with prompt evaluation frameworks (e.g., LLM-as-judge, human-in-the-loop evaluation pipelines, or equivalent).
Exposure to NLP concepts — tokenization, embeddings, semantic similarity — sufficient to reason about why a prompt succeeds or fails.
Experience with JSON, Python scripting, or no-code automation tools as applied to prompt testing and workflow automation.
Background in contact center compliance-driven QM (financial services, healthcare, utilities) where regulatory accuracy requirements add additional complexity to evaluation design.

Responsibilities

Serve as the technical lead and subject matter authority for Five9 AQM Prompt Engineering within Specialized Services.
Define and own the prompt engineering methodology, standards, quality gates, and best practice documentation for the team.
Build and maintain a curated, reusable prompt library of validated evaluation templates spanning key verticals and QM use cases.
Mentor and technically guide the WEM AQM Prompt Engineer team (x3), conducting prompt reviews and providing structured feedback.
Drive continuous improvement of the team's prompt design process based on performance data, customer outcomes, and LLM platform developments.
Lead prompt engineering on the most complex and high-value AQM customer engagements, from initial scoping through production deployment.
Act as the senior escalation point for prompt performance issues, failure analysis, and remediation on live customer deployments.
Partner with customers at senior stakeholder level to translate QM strategy and compliance requirements into precise, measurable AQM evaluation criteria.
Design and execute prompt validation frameworks — including representative call sampling, precision/recall analysis, and A/B prompt testing — to ensure accuracy before production release.
Serve as the Prompt Engineering SME in pre-sales engagements, demonstrating Five9 AQM capabilities and advising prospective customers on prompt-driven evaluation design.
Provide structured product feedback to the Five9 AQM product team based on field experience, identifying gaps, limitations, and enhancement opportunities.
Develop and deliver internal training and enablement for consultants and implementation staff on AQM prompt engineering techniques.
Represent the Prompt Engineering practice in cross-functional forums and contribute to go-to-market materials, customer case studies, and thought leadership content.

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
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
12 weeks paid parental leave.
Annual performance bonus
Stock
Other applicable incentive compensation plans.