For companies:
For professionals:
For everyone:
Responsibilities
Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.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 Specialized Services, 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.Why Your Speech Analytics Background is the Foundation for This RoleBuilding effective AQM prompts follows the same disciplined, iterative methodology that defines expert-level Speech Analytics category design:Define category intent & scopeSelect & tag representative call samplesIteratively tune keyword / phrase setsTest against live call trafficValidate recall & precision metricsDocument & hand off to QA teamAt the senior level, this role adds a leadership and practice-building dimension: you will set the standards the rest of the Prompt Engineering team follows and serve as the technical authority across the most complex customer engagements.Key Responsibilities — Practice LeadershipServe 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.Key Responsibilities — Customer DeliveryLead 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.Key Responsibilities — Product & Pre-Sales CollaborationServe 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.Key RequirementsMinimum 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 docu
This job post is closed.