WEM AQM Prompt Engineer
Core
Design, test, and optimize LLM prompts for Five9's AI-powered Automated Quality Management (AQM) product to evaluate and improve contact center agent performance.
Role type
Applied AI Prompt Engineer (Contact Center Quality Management)
Builds
Automated evaluation criteria and scoring logic for enterprise contact center quality management workflows.
Domain
Contact Center Operations / Generative AI / Quality Management
Deliverable
production ML models
Required skills
Speech Analytics category design, LLM prompt engineering, precision/recall analysis, contact center QM frameworks, prompt lifecycle management, customer-facing consulting
Preferred skills
LLM API usage (OpenAI/Anthropic/Google), JSON scripting, AI-driven analytics platforms (NICE/Qualtrics), compliance-driven QM experience
Technologies
LLM platforms (OpenAI, Anthropic Claude, Google Gemini), JSON, no-code automation tools
Responsibilities
Design and iterate LLM evaluation prompts, partner with customers to define evaluation scope, analyze call samples for prompt validation, maintain prompt libraries and versioning, integrate prompts into QM workflows, debug prompt failures, support pre-sales demonstrations
Seniority
Mid-Senior, hands-on IC
