Remote WEM AQM Prompt Engineer

Five9; United States; On-site; USD 70,400 - 195,700; Full time

Benefits offered by this job

Health, dental, and vision coverage

Employee stock purchase plan

Paid Time Off and holidays

Parental leave

Job summary

Five9 is seeking three WEM AQM Prompt Engineers to design, test, and optimize prompts powering Five9 AQM’s automated evaluation criteria. You will work at the intersection of contact center domain expertise and applied AI, applying structured prompt design and debugging to improve evaluation accuracy.

Ideal candidates have a Speech Analytics background with hands-on experience designing categories/topics in Verint, NICE, or Genesys, and a strong capability in prompt engineering for enterprise QA

Qualifications

• 3+ years hands-on Speech Analytics QM Analyst experience with Verint, NICE, Genesys or equivalent platforms.
• Verifiable portfolio of prompt design work or formal prompt engineering certification preferred.
• Strong knowledge of QA/QM processes, evaluation frameworks, and scoring methodologies.
• Experience selecting/analyzing call samples for model validation using precision/recall/F1 concepts.
• Ability to translate business and QM requirements into structured, testable evaluation logic.
• Excellent written communication skills; prompt engineering as writing discipline.
• Experience in customer-facing or professional services environments.
• BA/BS or equivalent experience.

Responsibilities

• Design, author, and optimize LLM evaluation prompts within Five9 AQM.
• Partner with customers and internal teams during AQM implementations to define evaluation scope and pass/fail criteria.
• Select and analyze representative call samples; apply precision/recall thinking to measure prompt performance.
• Maintain a structured prompt library with versioning and documentation.
• Collaborate with QA and Implementation teams to integrate prompts into QM workflows.
• Identify failure patterns and apply debugging techniques to improve prompts.
• Contribute to development of Five9 AQM prompt engineering standards and templates.
• Support pre-sales by demonstrating prompt capabilities and value of AI-driven quality evaluation.
• Stay current with LLM developments and Five9 AQM roadmap.

Skills

Analytical Rigor

Linguistic Precision

Iterative Mindset

Domain Expertise

Customer Orientation

Intellectual Curiosity

Education

BA/BS or equivalent experience

Tools

JSON

No-code tools

Job description

Five9 is seeking three WEM AQM Prompt Engineers to design, test, and optimize prompts powering Five9 AQM’s automated evaluation criteria. You will work at the intersection of contact center domain expertise and applied AI, applying structured prompt design and debugging to improve evaluation accuracy.

Ideal candidates have a Speech Analytics background with hands-on experience designing categories/topics in Verint, NICE, or Genesys, and a strong capability in prompt engineering for enterprise QA