Agentic AI Conversation Designer & Analyst at Public Storage

We are seeking an Agentic AI Conversation Designer & Business Analyst to support our digital transformation initiative across voice and chat channels. This pivotal role translates stakeholder requirements into intelligent autonomous conversational experiences powered by generative AI and agentic workflows.Key ResponsibilitiesRequirements & Strategy: Elicit and prioritize business requirements from contact center stakeholders then map current and future-state customer journeys that leverage autonomous AI agents across voice and chat channelsConversation Design & Prompt Engineering: Design and architect natural multi-turn conversational experiences including dialog flows prompts agent personas and tone guidelines that deliver accurate contextual and brand-aligned customer interactions. Agentic Workflow Development: Translate business processes into autonomous agentic workflows by mapping business rules dependencies escalation paths and defining tool/API invocation and human handoff protocolsTesting & Optimization: Lead UAT and A/B testing initiatives to evaluate conversation performance analyze user interactions and outcomes and continuously refine dialog designs to improve accuracy customer satisfaction and containment ratesCollaboration & Implementation: Partner with data teams to identify knowledge sources and integration requirements for seamless implementation This role requires proven experience transforming contact center journeys through AI-driven automation. Youll be instrumental in evolving our operations from traditional systems to intelligent autonomous customer service balancing exceptional customer experience with operational efficiency at the cutting edge of AI innovation.Qualifications : 4 years of experience in conversation design UX design business analysis or similar role in customer experience environmentsExperience with conversational AI platforms (e.g. Google CCAI Amazon Lex Microsoft Bot Framework)Proven expertise in generative AI prompt engineering with hands-on experience crafting testing and optimizing prompts for LLMs (ChatGPT Claude Gemini etc.)Strong understanding of LLMs and agentic workflows including tool use reasoning chains and autonomous decision-makingExperience designing conversational experiences across both voice and chat modalitiesBusiness analysis skills: requirements gathering process mapping stakeholder management and documentationContact center or customer service domain knowledge with understanding of IVR chat routing escalation protocols and service metricsProven ability to lead workshops and present to both technical and non-technical audiencesPreferred QualificationsKnowledge of natural language understanding (NLU) intent classification and entity extractionExperience with A/B testing conversation analytics and continuous optimization methodologiesUnderstanding of responsible AI principles bias mitigation and conversational ethicsTechnical CompetenciesGenerative AI prompt design and optimization techniquesConversation flow diagramming and user journey mappingProcess modeling and requirements documentationUnderstanding of RAG (Retrieval Augmented Generation) architecturesFamiliarity with agent tool use function calling and API integration conceptsAdditional Information : Public Storage is an equal opportunity employer and embraces diversity. We do not discriminate on the basis of race color religion sex sexual orientation gender identity national origin age disability or any other protected status. All qualified candidates are encouraged to apply.**Sponsorship for Work Authorization is not available for this posting.  Candidates must be authorized to work in the U.S. without requiring sponsorship now or in the future.** Remote Work : NoEmployment Type : Full-time Key Skills ArcGIS,Intelligence Community Experience,GIS,Python,Computer Networking,Data Collection,Intelligence Experience,R,Relational Databases,Analysis Skills,Data Management,Application Development Experience: years Vacancy: 1