Job details
About this role
Role overview
Lead the prompt engineering practice for an AI-powered Automated Quality Management product within a cloud contact center platform. As the founding senior hire, you will set technical standards, mentor a small engineering team, and serve as the lead authority on AI-driven evaluation design for enterprise customers. The role blends hands-on prompt design with practice leadership, complex customer engagements, and pre-sales support.
Responsibilities
- Define and own the prompt engineering methodology, quality gates, and best practice documentation for the team. - Build and maintain a curated library of reusable, validated evaluation templates spanning key verticals and QM use cases. - Mentor a team of roughly three prompt engineers through design reviews, structured feedback, and continuous improvement. - Lead prompt engineering on the most complex, high-value customer engagements, from initial scoping through production deployment. - Serve as the senior escalation point for prompt performance issues, failure analysis, and remediation on live deployments. - Act as the subject matter expert in pre-sales engagements and contribute structured product feedback to the engineering organization based on field experience.
Requirements
- Formal prompt engineering certification such as DeepLearning.AI, Anthropic, OpenAI, DAIR.AI, or an equivalent industry-recognized program. - Advanced hands-on experience with leading LLM platforms (OpenAI GPT-4+, Anthropic Claude, Google Gemini, Meta Llama, or similar), covering API usage, system prompt design, and evaluation harness development. - Background in Quality Management design, including evaluation frameworks, scorecard design, calibration processes, and governance. - Prior hands-on experience with an AI-native QM solution such as NICE Enlighten QM, Genesys Cloud AI Quality, Medallia, Qualtrics, or comparable platforms. - Demonstrated understanding of LLM behavior, including how prompt structure, instruction framing, persona assignment, chain-of-thought, and few-shot examples shape outputs. - Proven ability to translate complex business requirements into structured, testable, and scalable technical solutions, with strong written and verbal communication for senior client stakeholders.
Nice to have
- Experience owning or contributing to a Speech Analytics or QM center of excellence, including methodology documentation and internal training. - Familiarity with prompt evaluation frameworks such as LLM-as-judge or human-in-the-loop evaluation pipelines. - Exposure to NLP concepts like tokenization, embeddings, and semantic similarity sufficient to reason about prompt performance. - Comfort with JSON, Python scripting, or no-code automation tools applied to prompt testing and workflow automation. - Background in compliance-driven contact center QM environments (financial services, healthcare, utilities) where regulatory accuracy adds constraints.
Benefits and work setup
- Fully remote for candidates outside a 30-mile office radius; hybrid schedule of three in-office days per week for those within range. - US base salary range of $88,900–$247,700, with potential annual performance bonus, equity, and other incentive plans. - Health, dental, and vision coverage starting day one, with employee premiums fully covered and shared dependent costs. - Short- and long-term disability, basic life insurance, and a 401(k) plan with employer matching. - Mental health support platform, employee stock purchase plan, paid time off, company-paid holidays, paid volunteer hours, and 12 weeks of paid parental leave.