WEM AQM Prompt Engineer

• 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).
• Strong understanding of contact center Quality Management processes, evaluation frameworks, and scoring methodologies.
• Experience selecting and analyzing call/interaction samples for model validation; comfortable applying precision, recall, and F1-score thinking to prompt performance measurement.
• Proven ability to translate business and QM requirements into structured, testable evaluation logic.
• Excellent written communication skills — prompt engineering is fundamentally a writing discipline.
• Experience working in a customer-facing or professional services environment.
• BA/BS or equivalent experience.

• 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.
• Experience developing training materials or internal knowledge base documentation.
• Background in compliance-driven QM environments (financial services, healthcare, utilities).

• Analytical Rigor — applies structured, data-driven thinking to prompt design and performance measurement.
• Linguistic Precision — writes clear, unambiguous instructions; understands how wording choices affect model behavior.
• Iterative Mindset — comfortable with test-and-learn cycles; treats prompt refinement as an ongoing discipline, not a one-time task.
• Domain Expertise — deep understanding of contact center operations, QM frameworks, and agent evaluation best practices.
• Customer Orientation — able to translate client QM goals into technical prompt requirements and communicate findings clearly to non-technical stakeholders.
• Intellectual Curiosity — keeps pace with the rapidly evolving LLM and generative AI landscape.

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 newly established center of excellence, designed to ensure that customers realize the full potential of Five9's AI-powered quality management capabilities.

These roles offer the opportunity to be founding members of a high-impact team at the leading edge of AI adoption in the contact center industry.

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:

• 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.
• Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching and self-guided mindfulness exercises for all covered employees and their covered dependents.
• Generous employee stock purchase plan.
• Paid Time Off, Company paid holidays, paid volunteer hours and 12 weeks paid parental leave.

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.