Senior Manager Contact Center Technical Solutions at Public Storage

We are seeking a seasoned Sr. Manager of Contact Center Technical Solutions to support the strategic roadmap and hands-on implementation of advanced contact center technologies with a strong focus on GenAI-enabled omnichannel solutions. This role is pivotal in driving innovation scalability and operational excellence across voice chat IVR WFM analytics CRM and AI/ML platforms.As a cross-functional leader you will guide the full lifecycle of solution delivery from requirements gathering and call flow design to system integration and deployment. You will serve as the primary liaison between executive steering committee strategic design leaders business stakeholders engineering teams data scientists and AI specialists to ensure alignment with enterprise goals and responsible AI practices.Key responsibilities include:Product Support & Agile Delivery: Own and manage the product backlog translate business needs into actionable user stories and lead agile ceremonies to ensure timely and value-driven delivery. Ensuring the quality performance and reliability of AI systems which includes developing test plans and integrating observability and monitoring tools.GenAI Enablement: Guide the deployment of scalable GenAI solutions across channels leveraging APIs data flows and telephony infrastructure to enhance customer experience and agent productivity. Validating end-to-end agentic systems to ensure they meet enterprise-grade reliability and scalability standards.Technical Leadership: Apply deep expertise in contact center technologies to architect seamless integrations and support continuous optimization through performance monitoring and stakeholder feedback.Compliance & Responsible AI: Ensure all solutions adhere to data governance privacy and security standards incorporating model governance bias detection and risk mitigation strategies.Innovation & Strategy: Collaborate with steering committee and business strategy leaders to define and communicate the product vision and roadmap in partnership with operations and technology leaders staying ahead of industry trends to drive continuous improvement.This role demands a strategic thinker with hands-on technical acumen a passion for customer-centric innovation and a proven track record of delivering enterprise-grade contact center solutions in a dynamic agile environment.Qualifications : Minimum Qualifications:Bachelors degree in Computer Science Data Science Business Administration Project Management or a related field or equivalent experienceStrong practical knowledge about core Gen AI concepts. Certifications or boot camps focusing on Gen AI machine learning (ML) and natural language processing (NLP)Experience in creating and refining prompts for Gen AI models7 years of experience in supporting Contact Center Operations including CCaaS platforms IVR CTI and WFM Tools.Preferred Qualifications:Masters degree in Computer Science Data Science Business Administration Project Management or a related field or equivalent experienceProven experience implementing conversational AI generative AI and agentic AI solutions in customer service environments including evaluating and selecting appropriate LLMs tailored to specific use cases such as intent recognition summarization sentiment analysis and autonomous agent workflows.Familiarity with ethical AI considerations such as mitigating bias and ensuring data privacyCertifications & Agile Experience:Product Owner or Product Management certification strongly preferred including but not limited to:CSPO (Certified Scrum Product Owner)PSPO (Professional Scrum Product Owner)PMP (Project Management Professional)Pragmatic Institute Product Management CertificationSAFe Certifications such as SAFe PO/PM or SAFe AgilistPMI-CPMAI (Certified Professional in Managing AI) Candidates with equivalent experience in scaled agile environments or demonstrable expertise in agile product delivery are also encouraged to apply.System experience:CCaaS Platforms: NICE CXone (preferred) Genesys Cloud Five9Conversational AI: Cognigy (preferred) Google CCAI Amazon Lex Microsoft Bot FrameworkWorkforce Management: NICE IEX (preferred) Verint Genesys WFM CalabrioAnalytics Tools: NICE Enlighten CallMiner Verint Speech AnalyticsExperience with cloud platforms (AWS Azure GCP) and cloud-native architecturesKnowledge of telephony infrastructure SIP WebRTC and voice networkingUnderstanding of data analytics business intelligence and reporting tools (Power BI Tableau etc.)Background in customer experience design or service design thinkingAdditional 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 Organizational Management,Presentation Skills,Agile,SAFe,AWS,Solution Architecture,Conflict Management,Data Management,Scrum,Team Management,Pre-sales,Management Consulting Experience: years Vacancy: 1