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, and our AI-powered Automated Quality Management (AQM) product is transforming how enterprises evaluate and improve agent performance. To support the accelerating adoption of Five9 AQM across our customer base, the Specialized Services team is building a dedicated Prompt Engineering practice. We are seeking three WEM AQM Prompt Engineers to join this new capability team. 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. If you have spent years building Speech Analytics categories in Verint, category sets in NICE, or Topics in Genesys, you already think and work the way this role requires. Why Your Speech Analytics Experience Maps Directly to This Role The Five9 AQM Prompt Engineering workflow follows the same disciplined, iterative process that experienced Speech Analytics analysts use every day: 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 / fail accuracy metrics Document & hand off to QA team Document prompts for QA workflow Key Responsibilities • Design, author, and iteratively optim