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Five9 is one of the world's leading cloud contact center platforms. Our AI-powered Automated Quality Management (AQM) product is transforming how enterprises measure, evaluate, and improve agent and interaction quality at scale. As we build out our dedicated AQM Prompt Engineering capability within SpecializedServices, we are hiring a Senior WEM AQM Prompt Engineer to lead and shape this practice.
This senior role goes beyond hands-on prompt design. You will be the technical authority for Five9 AQM prompt engineering setting standards, building reusable assets, mentoring the Prompt Engineer team, and acting as the go-to expert for complex customer escalations and pre-sales engagements. If you have spent a significant portionof your career building sophisticated Speech Analytics programs in Verint, NICE, or Genesys and you havedeveloped serious prompt engineering skills alongside that domain expertise this role was designed for you.
Why Your Speech Analytics Background is the Foundation for This Role
Building effective AQM prompts follows the same disciplined, iterative methodology that defines expert-levelSpeech Analytics category design:
At the senior level, this role adds a leadership and practice-building dimension: you will set the standards the rest ofthe Prompt Engineering team follows and serve as the technical authority across the most complex customerengagements.
Key Responsibilities Practice Leadership
• Serve as the technical lead and subject matter authority for Five9 AQM Prompt Engineering within SpecializedServices.
• Define and own the prompt engineering methodology, standards, quality gates, and best practicedocumentation for the team.
• Build and maintain a curated, reusable prompt library of validated evaluation templates spanning key verticalsand QM use cases.
• Mentor and technically guide the WEM AQM Prompt Engineer team (x3), conducting prompt reviews andproviding structured feedback.
• Drive continuous improvement of the team's prompt design process based on performance data, customeroutcomes, and LLM platform developments.
Key Responsibilities Customer Delivery
• Lead prompt engineering on the most complex and high-value AQM customer engagements, from initialscoping through production deployment.
• Act as the senior escalation point for prompt performance issues, failure analysis, and remediation on livecustomer deployments.
• Partner with customers at senior stakeholder level to translate QM strategy and compliance requirements intoprecise, measurable AQM evaluation criteria.
• Design and execute prompt validation frameworks including representative call sampling, precision/recallanalysis, and A/B prompt testing to ensure accuracy before production release.
Key Responsibilities Product & Pre-Sales Collaboration
• Serve as the Prompt Engineering SME in pre-sales engagements, demonstrating Five9 AQM capabilities andadvising prospective customers on prompt-driven evaluation design.
• Provide structured product feedback to the Five9 AQM product team based on field experience, identifyinggaps, limitations, and enhancement opportunities.
• Develop and deliver internal training and enablement for consultants and implementation staff on AQMprompt engineering techniques.
• Represent the Prompt Engineering practice in cross-functional forums and contribute to go-to-marketmaterials, customer case studies, and thought leadership content.
Key Requirements
• Minimum 5 years' hands-on experience as a Speech Analytics Lead, Senior QM Analyst, or WEM Consultantwith 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 levelsufficient to have owned or led an analytics program.
• Formal prompt engineering qualification or a verifiable, substantive portfolio of production-grade promptdesign work, including evidence of iterative refinement, performance measurement, and documentation.
• Demonstrable understanding of LLM behavior including how prompt structure, instruction framing, personaassignment, chain-of-thought, and few-shot examples affect model outputs.
• Strong background in Quality Management design: experience building evaluation frameworks, scorecarddesign, 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 scalabletechnical solutions.
• Excellent written and verbal communication skills; comfortable presenting to senior client stakeholders andinternal leadership.
• BA/BS or equivalent experience; advanced degree in a relevant discipline is advantageous.
Preferred Qualifications
• Formal prompt engineering certification: DeepLearning.AI Prompt Engineering for Developers, AnthropicPrompt 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+, AnthropicClaude, Google Gemini, Meta Llama, or similar), including API usage, system prompt design, and evaluationharness 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 methodologydocumentation, internal training, and cross-client best practice standardization.
• Familiarity with prompt evaluation frameworks (e.g., LLM-as-judge, human-in-the-loop evaluation pipelines, orequivalent).
• Exposure to NLP concepts tokenization, embeddings, semantic similarity sufficient to reason about why aprompt succeeds or fails.
• Experience with JSON, Python scripting, or no-code automation tools as applied to prompt testing andworkflow automation.
• Background in contact center compliance-driven QM (financial services, healthcare, utilities) where regulatoryaccuracy requirements add additional complexity to evaluation design.
Key Competencies
• Technical Authority recognized internally and externally as the go-to expert on LLM prompt design forcontact Centre quality evaluation.
• Analytical Rigor applies statistical thinking and structured measurement to validate and continuouslyimprove prompt performance.
• Linguistic Mastery exceptional command of written instruction; understands how nuance, framing, andambiguity in prompt language directly influence AI outputs.
• Leadership & Coaching ability to elevate the capability of others through structured mentoring, peerreview, and knowledge transfer.
• Strategic Customer Engagement trusted advisor to senior client stakeholders on the use of AI in qualitymanagement.
• Innovation Orientation proactively monitors the LLM landscape and identifies opportunities to improveFive9 AQM prompt design practices.
• Operational Excellence drives the team toward repeatable, scalable processes without sacrificing quality orcreativity.
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 newlyestablished Centre of excellence, designed to ensure that customers realize the full potential of Five9's AI-poweredquality management capabilities. As the founding senior hire into this practice, the Senior WEM AQM PromptEngineer will have a rare opportunity to define how prompt engineering is done at Five9 and to build somethinggenuinely new.
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:
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.
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.
View our privacy policy, including our privacy notice to California residents here:https://www.five9.com/pt-pt/legal.
Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.