WEM AQM Prompt Engineer

🕒 vor 17 Tagen

🇺🇸 Vereinigte Staaten – Remote

💵 $70.400 - $195.700 / Jahr

⏰ Vollzeit

🟡 Mittelstufe

🟠 Senior

👷🏻‍♀️ Ingenieur

🦅 H1B-Visum-Sponsor

Dieses Unternehmen hat in der Vergangenheit H1B-Visa gesponsert.

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Five9

WebsiteLinkedInAlle Stellen

1001 - 5000 Mitarbeiter

Gegründet 2001

☁️ SaaS

🤖 Künstliche Intelligenz

📡 Telekommunikation

SaaS • Artificial Intelligence • Telecommunications

Five9 ist ein führender Anbieter von Cloud-Contact-Center-Software und als führend im Gartner Magic Quadrant für CCaaS anerkannt. Das Unternehmen bietet umfassende Werkzeuge zur Automatisierung von Arbeitsabläufen und zur Verbesserung der Kundenbindung durch KI-gesteuerte Lösungen. Seine Plattform integriert CRM- und UC-Systeme, um nahtlose Erlebnisse für Agenten und Kunden über verschiedene Kanäle wie Sprache, E-Mail, Chat und SMS zu bieten. Five9 befähigt Unternehmen, die Kundenzufriedenheit zu steigern und Geschäftsergebnisse zu erzielen, indem es personalisierte und effiziente Kundenservicelösungen liefert.

Beschreibung

• Design, author, and iteratively optimize LLM evaluation prompts within Five9 AQM, translating quality management frameworks into accurate, testable prompt logic. • Partner with customers and internal delivery consultants during AQM implementation engagements to define evaluation scope, intent, and pass/fail criteria. • Select and analyses representative call samples to validate prompt performance; apply precision and recall thinking to measure and improve prompt accuracy. • Maintain a structured prompt library — versioning prompts, documenting changes, and managing prompt lifecycle from initial design through to production handover. • Collaborate with QA and Implementation teams to integrate prompt outputs into broader QM workflow design, including scoring forms and reporting. • Identify prompt failure patterns and apply structured debugging techniques, including chain-of-thought adjustments, instruction clarity improvements, and few-shot example tuning. • Contribute to the development of Five9 AQM prompt engineering standards, best practice documentation, and reusable prompt templates. • Support pre-sales activities by demonstrating Five9 AQM prompt capabilities and articulating the value of AI-driven quality evaluation to prospective customers. • Stay current with LLM developments, prompt engineering research, and the evolving Five9 AQM product roadmap.

🎯 Anforderungen

• Minimum 3 years' hands-on experience as a Speech Analytics Analyst, QM Analyst, or WEM Application Consultant with deep involvement in category/topic design and optimization in Verint (Categories/CategorySets), NICE (Category Sets), Genesys (Topics), or equivalent platforms. • Demonstrable prompt engineering skills — either via formal qualification or a verifiable portfolio of prompt design work (production prompts, evaluation outputs, or documented iteration cycles). • Strong understanding of contact center Quality Management processes, evaluation frameworks, and scoring methodologies. • Experience selecting and analyzing call/interaction samples for model validation; comfortable applying precision, recall, and F1-score thinking to prompt performance measurement. • Proven ability to translate business and QM requirements into structured, testable evaluation logic. • Excellent written communication skills — prompt engineering is fundamentally a writing discipline. • Experience working in a customer-facing or professional services environment. • BA/BS or equivalent experience.

🏖️ Vorteile

• Health, dental, and vision coverage, beginning on the first day of employment. Five9 covers 100% of the employee portion of the health, dental and vision coverage and shares a high portion of the dependent cost. • Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching and self-guided mindfulness exercises for all covered employees and their covered dependents. • Generous employee stock purchase plan. • Paid Time Off, Company paid holidays, paid volunteer hours and 12 weeks paid parental leave.