Five9
WEM AQM Prompt Engineer
United States (Remote)
Sponsorship not specified$70k-$196kDetected 20 hours ago
LLMsProduct ManagementResearchCommunicationMentoring
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.
- 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.
Responsibilities
- Design, author, and iteratively optimize LLM evaluation prompts within Five9 AQM, translating quality management frameworks into accurate, testable prompt logic.
- 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.
- 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.
- 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).
Requirements
- 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.
Nice to have
- 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.
- Key Competencies
- Linguistic Precision - writes clear, unambiguous instructions
- understands how wording choices affect model behavior.
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.
- Generous employee stock purchase plan.
- Paid Time Off, Company paid holidays, paid volunteer hours and 12 weeks paid parental leave.
Company info
- Partner with customers and internal delivery consultants during AQM implementation engagements to define evaluation scope, intent, and pass/fail criteria.
- Support pre-sales activities by demonstrating Five9 AQM prompt capabilities and articulating the value of AI-driven quality evaluation to prospective customers.
This listing is sourced directly from Five9's careers page and normalized into a canonical job model.