Base Salary
$70k - $196k/yr
Responsibilities
- Design, author, test, and iteratively optimize LLM evaluation prompts within Five9 AQM.
- Partner with customers and internal delivery consultants to define evaluation scope, intent, and pass/fail criteria.
- Select and analyze representative call samples to validate prompt performance and improve accuracy.
- Maintain a structured, versioned prompt library and document the prompt lifecycle through production handoff.
- Collaborate with QA and implementation teams to integrate prompt outputs into quality management workflows, scoring forms, and reporting.
- Identify prompt failure patterns and improve prompts through instruction refinement, chain-of-thought adjustments, and few-shot example tuning.
- Develop prompt engineering standards, best-practice documentation, and reusable templates.
- Support pre-sales demonstrations and explain the value of AI-driven quality evaluation to prospective customers.
- Monitor LLM developments, prompt engineering research, and the Five9 AQM product roadmap.
Requirements
- At least three years of hands-on experience as a Speech Analytics Analyst, QM Analyst, or WEM Application Consultant, including category or topic design and optimization.
- Prompt engineering skills demonstrated through formal qualification or a verifiable portfolio of prompt design work.
- Strong understanding of contact center quality management processes, evaluation frameworks, and scoring methodologies.
- Experience selecting and analyzing call or interaction samples and applying precision, recall, and F1-score concepts to prompt performance.
- Ability to translate business and quality management requirements into structured, testable evaluation logic.
- Excellent written communication skills and experience in a customer-facing or professional services environment.
- BA/BS or equivalent experience.
- Preferred experience includes prompt engineering certification or coursework, major LLM platforms such as OpenAI, Anthropic Claude, or Google Gemini, and Five9 AQM or comparable AI-native quality management solutions.
- Preferred qualifications also include experience with NICE Enlighten, Qualtrics, Medallia, JSON, basic scripting, no-code automation, training materials, knowledge base documentation, or compliance-driven quality management environments.
Benefits
- Fully remote outside a 30-mile radius of a Five9 office; hybrid within that radius with three days per week in office (Tuesday through Thursday).
- Health, dental, and vision coverage beginning on the first day of employment, with Five9 covering 100% of the employee portion.
- Short- and long-term disability, basic life insurance, and a 401(k) plan with employer matching.
- Mental health support platform with therapy, coaching, and mindfulness resources for employees and covered dependents.
- Employee stock purchase plan.
- Paid time off, company-paid holidays, paid volunteer hours, and 12 weeks of paid parental leave.
Categories
H1B sponsorship
Sponsorship for this role is unconfirmed.
Five9’s past filings provide context. They do not guarantee sponsorship for a current opening.
H1B petition approvals by fiscal year
- FY 2026 · through Q27
1 initial/new employment approvals · 3 changes of employer
- FY 20258
0 initial/new employment approvals · 0 changes of employer
- FY 202415
1 initial/new employment approvals · 3 changes of employer
Counts are petitions, including continuing employment and amendments, rather than unique hires. Source: USCIS
Job fields receiving H1B certifications
Partial fiscal year, through Q3
- Software Developers6 · 50%
- Network and Computer Systems Administrators2 · 17%
- Computer and Information Systems Managers2 · 17%
- Information Technology Project Managers1 · 8%
- Computer Network Architects1 · 8%
Job fields come from government occupation codes, rather than internal departments. Counts are certified Labor Condition Applications, not visa approvals or unique hires. Withdrawn and denied cases are excluded.
Source: US Department of LaborMatched government employer: FIVE9 INC
About Five9
Five9 provides a comprehensive suite of CX solutions, powered by Five9 Genius AI, to elevate customer experiences that deliver better business outcomes in the era of The New CX. The New CX redefines how brands connect with customers through seamless and efficient AI-driven journeys that anticipate and meet each customer’s unique needs. Our unified cloud-native offering enables AI and human agents to create hyper-personalized customer experiences, so every customer interaction is more connected, effortless, and personal. Trusted by 3,000+ customers and 1,400+ partners globally, Five9 brings together the power of our AI, our platform, and our people to drive AI-elevated CX.