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Lead and establish Five9s AQM Prompt Engineering practice: define methodology and standards, build reusable prompt libraries, mentor a small team, lead complex customer engagements, validate prompts with sampling and precision/recall analysis, collaborate with product and pre-sales, and deliver training and enablement for prompt-driven QM deployments.

Design, author, and iteratively optimize LLM evaluation prompts for Five9 AQM; define evaluation scope and pass/fail criteria with customers; select and analyze call samples; measure precision/recall; maintain a versioned prompt library; collaborate with QA and implementation teams; debug prompt failures; develop standards, templates, and support pre-sales demonstrations.

The Mid-Market Account Director manages customer relationships, develops sales strategies, upsells products, and drives revenue within existing accounts, while ensuring customer satisfaction.

Administer and evolve Five9's NetSuite deployment and adjacent finance apps (Ramp, Coupa, HighRadius). Support NetSuite Financials, customizations, integrations, period-end close, releases, sandbox testing, troubleshooting, documentation, and cross-functional collaboration with Finance, Accounting, IT, developers, and consultants.

Manage and evolve Five9's NetSuite deployment and adjacent finance applications. Administer security, roles, customizations, integrations, troubleshoot operational issues, support period-end close and releases, and collaborate with Finance, IT, developers, and consultants to improve financial systems.

Design, automate, and operate large-scale distributed systems; build automation for availability and efficiency; collaborate with engineering teams; monitor production, reduce MTTD, follow SRE practices; participate in on-call rotation.

Design, deploy, automate, and operate large-scale software-defined storage and Kubernetes platforms in a private cloud. Build IaC and GitOps workflows (Ansible, Terraform, Helm, Git), implement CI/CD, monitoring (Prometheus/Loki/Grafana), backups, and storage integrations (CSI/OpenStack). Troubleshoot storage, Kubernetes, hypervisors, networking and Linux; maintain documentation, participate in on-call rotations, incidents, and change management.

Design and enforce multi‑cloud governance policies and frameworks (GCP/AWS/Azure), collaborate with security and engineering teams to implement IAM and network controls, build dashboards and metrics for compliance (SOC2, HIPAA, GDPR, FedRAMP), and automate governance via scripting, CI/CD, and IaC tools.

Build and maintain Five9's cloud-native SaaS platform using multi-cloud and hybrid solutions. Design scalable, secure platform services, automate CI/CD and progressive delivery, enable developer workflows, troubleshoot production, mentor engineers, and collaborate across product, QA, and ops to deliver end-to-end deployments.

Lead and expand Five9's data science team, focusing on AI products through research, experimentation, and data management. Direct technical methodologies while collaborating with stakeholders and enhancing customer experiences.