Senior WEM AQM Prompt Engineer
Core
Lead and shape the Prompt Engineering practice for Five9's AI-powered Automated Quality Management (AQM) product, serving as the technical authority for complex customer engagements and pre-sales.
Role type
Senior IC Prompt Engineer (Speech Analytics/QM domain)
Builds
Reusable prompt libraries, evaluation frameworks, and production-grade AQM solutions for enterprise contact centers.
Domain
Contact Center Quality Management + Large Language Model (LLM) Prompt Engineering
Deliverable
production ML models | product features
Required skills
Speech Analytics program design, Prompt Engineering, LLM behavior understanding, Quality Management (QM) framework design, Team mentoring, Technical solution design
Preferred skills
Formal prompt engineering certification, Advanced LLM platform experience (OpenAI, Anthropic, etc.), AI-native QM solution experience, Prompt evaluation frameworks, NLP concepts, Python/JSON scripting
Technologies
OpenAI GPT-4+, Anthropic Claude, Google Gemini, Meta Llama, Verint, NICE CXne, Genesys
Responsibilities
Define and own prompt engineering methodology and standards; Mentor the Prompt Engineer team; Lead complex customer engagements from scoping to deployment; Act as senior escalation point for prompt performance issues; Serve as Prompt Engineering SME in pre-sales engagements.
Seniority
Senior, hands-on IC with leadership responsibilities
