Senior WEM AQM Prompt Engineer

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. Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. 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. 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. If you have spent a significant portion of your career building sophisticated Speech Analytics programs in Verint, NICE, or Genesys — and you have developed serious prompt engineering skills alongside that domain expertise — this role was designed for you. Why Your Speech Analytics Background is the Foundation for This Role Building effective AQM prompts follows the same disciplined, iterative methodology that defines expert-level Speech Analytics category design: Speech Analytics / Verint AQM Five9 AQM Prompt Engineering Define category intent & scope Define prompt intent & evaluation scope Select & tag representative call samples Select evaluation call samples Iteratively tune keyword / phrase sets Iteratively refine prompt wording & logic Test against live call traffic Test prompt outputs against real calls Validate recall & precision metrics Validate pass