Job Description

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 Responsibilities

Requirements & 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 channels

**Conversation 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 protocols

Testing & 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 rates

**Collaboration & 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. You'll 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 environments
• Experience with conversational AI platforms (e.g., Cognigy.AI, 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-making
• Experience designing conversational experiences across both voice and chat modalities
• Business analysis skills: requirements gathering, process mapping, stakeholder management, and documentation
• Contact center or customer service domain knowledge with understanding of IVR, chat routing, escalation protocols, and service metrics
• Proven ability to lead workshops and present to both technical and non-technical audiences

Preferred Qualifications

• Knowledge of natural language understanding (NLU), intent classification, and entity extraction
• Experience with A/B testing, conversation analytics, and continuous optimization methodologies
• Understanding of responsible AI principles, bias mitigation, and conversational ethics

Technical Competencies

• Generative AI prompt design and optimization techniques
• Conversation flow diagramming and user journey mapping
• Process modeling and requirements documentation
• Understanding of RAG (Retrieval Augmented Generation) architectures
• Familiarity with agent tool use, function calling, and API integration concepts

Additional 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.

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