Five9
Senior WEM AQM Prompt Engineer
United States (Remote) · Senior
Sponsorship not specifiedDetected 16 hours ago
PythonCode ReviewRESTNLPLLMsLeadershipCommunicationCollaborationMentoringPublic Speaking
About the role
- Join us in bringing joy to customer experience.
- We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.
Responsibilities
- Validate recall & precision metrics Validate pass / fail accuracy metrics
- Document & hand off to QA team Document prompts for QA workflow
Requirements
- 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.
Nice to have
- 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.
- Key Competencies
- Linguistic Mastery - exceptional command of written instruction
- understands how nuance, framing, and ambiguity in prompt language directly influence AI outputs.
Skills
- Five9 is one of the world's leading cloud contact center platforms.
Compensation
- 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.
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.
- We also offer Short & Long-Term Disability, Basic Life Insurance, and a 401k saving plan with employer matching.
This listing is sourced directly from Five9's careers page and normalized into a canonical job model.