Senior WEM AQM Prompt Engineer

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: Define category intent & scope → Five9 AQM Prompt Engineering: 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

At the senior level, this role adds a leadership and practice-building dimension: you will set the standards the rest of the Prompt Engineering team follows and serve as the technical authority across the most complex customer engagements.

Key Responsibilities — Practice Leadership

• Serve as the technical lead and subject matter authority for Five9 AQM Prompt Engineering within Specialized Services.
• Define and own the prompt engineering methodology, standards, quality gates, and best practice documentation for the team.
• Build and maintain a curated, reusable prompt library of validated evaluation templates spanning key verticals and QM use cases.
• Mentor and technically guide the WEM AQM Prompt Engineer team (x3), conducting prompt reviews and providing structured feedback.
• Drive continuous improvement of the team's prompt design process based on performance data, customer outcomes, and LLM platform developments.

Key Responsibilities — Customer Delivery

• Lead prompt engineering on the most complex and high-value AQM customer engagements, from initial scoping through