WEM AQM Prompt Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Create, author, and continuously refine LLM evaluation prompts within Five9 AQM, transforming quality management frameworks into precise, testable prompt logic.

• Collaborate with clients and internal delivery consultants during AQM implementation projects to establish evaluation scope, intent, and pass/fail criteria.

• Select and analyze representative call samples to assess prompt performance; utilize precision and recall metrics to enhance prompt accuracy.

• Manage a well-organized prompt library — versioning prompts, documenting modifications, and overseeing the prompt lifecycle from initial design to production handover.

• Work alongside QA and Implementation teams to incorporate prompt outputs into the wider QM workflow design, including scoring forms and reporting.

• Recognize patterns of prompt failure and apply systematic debugging methods, including chain-of-thought adjustments, improvements in instruction clarity, and tuning of few-shot examples.

• Assist in establishing Five9 AQM prompt engineering standards, best practice documentation, and reusable prompt templates.

• Aid in pre-sales initiatives by showcasing Five9 AQM prompt capabilities and conveying the advantages of AI-driven quality evaluation to potential clients.

• Remain updated on LLM advancements, prompt engineering research, and the evolving Five9 AQM product roadmap.

⛳️ Requirements

• At least 3 years of practical experience as a Speech Analytics Analyst, QM Analyst, or WEM Application Consultant with substantial participation in category/topic design and optimization in Verint (Categories/CategorySets), NICE (Category Sets), Genesys (Topics), or similar platforms.

• Proven prompt engineering expertise — either through formal qualifications or a verifiable portfolio of prompt design work (production prompts, evaluation outputs, or documented iterations).

• Strong grasp of contact center Quality Management processes, evaluation frameworks, and scoring methodologies.

• Experience in selecting and analyzing call/interaction samples for model validation; adept at applying precision, recall, and F1-score concepts to evaluate prompt performance.

• Demonstrated capability to convert business and QM requirements into structured, testable evaluation logic.

• Exceptional written communication skills — prompt engineering fundamentally relies on writing proficiency.

• Experience in a customer-facing or professional services role.

• BA/BS degree or equivalent experience.

🏝️ Benefits

• Health, dental, and vision insurance, starting on the first day of employment. Five9 covers 100% of the employee portion of health, dental, and vision premiums and shares a significant portion of dependent costs.

• Access to an innovative mental health support platform providing personalized care and resources in areas such as therapy, coaching, and self-guided mindfulness exercises for all covered employees and their dependents.

• Generous employee stock purchase program.

• Paid Time Off, company-paid holidays, paid volunteer hours, and 12 weeks of paid parental leave.