WEM AQM Prompt Engineer

📋 Description

• Design, author, and optimize LLM prompts for Five9 AQM.
• Define evaluation scope, intent, and pass/fail criteria with customers.
• Select representative samples to validate prompts and improve accuracy.
• Maintain a structured prompt library with versioning and lifecycle.
• Collaborate with QA and Implementation to integrate prompt outputs into QM workflows.
• Identify prompt failure patterns and apply debugging to refine prompts.

🎯 Requirements

• 3+ years in Speech Analytics/QM with Verint, NICE CXone, or Genesys.
• Demonstrable prompt engineering skills with portfolio or production prompts.
• Strong QM processes, evaluation frameworks, and scoring methodologies.
• Experience selecting/analyzing call samples for model validation; precision/recall.
• Translate business/QM requirements into structured evaluation logic.
• BA/BS or equivalent; excellent written communication; customer-facing experience.

🎁 Benefits

• Health, dental, and vision coverage starting on day one.
• Company covers 100% of employee health benefits.
• Mental health support platform with resources for employees and dependents.
• Generous employee stock purchase plan.
• Paid time off, holidays, volunteer hours, and 12 weeks parental leave.
• Total rewards may include bonus, stock, and incentive plans.