Senior Manager Contact Center Technical Solutions

Sr. Manager of Contact Center Technical Solutions

Since opening our first self-storage facility in 1972, Public Storage has grown to become the largest owner and operator of self-storage facilities in the world. With thousands of locations across the U.S. and Europe, and more than 170 million net rentable square feet of real estate, we're also one of the largest landlords. We've been recognized as a Great Place to Work by the Great Place to Work Institute. And, our employees have also voted us as having Best Career Growth, ranked us in the Top 5% for Work Culture, and in the Top 10% for Diversity and Inclusion. We're a member of the S&P 500 and FT Global 500. Our common and preferred stocks trade on the New York Stock Exchange.

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.
• Translate business requirements into technical specifications and actionable user stories
• Define technical acceptance criteria, implementation tasks, and sprint deliverables
• Document system requirements, technical dependencies, and integration constraints
• Create comprehensive test plans including unit, integration, and end-to-end testing strategies
• Design observability and monitoring frameworks (logging, metrics, tracing, alerting)
• Establish quality gates, performance benchmarks, and reliability standards
• Draft technical documentation, API contracts, and implementation guides
• 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.
• Work with IT and vendors to deliver GenAI solutions for multi-channel deployment (web, mobile, voice, agent tools), API integration patterns for GenAI service consumption and orchestration, map data flows between LLMs, vector databases, knowledge bases, and enterprise systems, specify telephony infrastructure integration for voice-enabled AI applications, define end-to-end validation frameworks for agentic AI systems and establish enterprise-grade reliability patterns (error handling, fallbacks, circuit breakers)
• Design scalability and performance optimization strategies (caching, load balancing, rate limiting)
• Document technical requirements for customer experience and agent productivity enhancements
• 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 :

Preferred Qualifications :

System experience :

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.

We are united under one common goal creating a diverse and inclusive environment where all employees feel valued, included, and excited to be part of a best-in-class team. With over 5,000 team members from all different races, backgrounds, and life experiences, we celebrate inclusion and value the diversity each person brings to Public Storage. We believe our commitment to diversity and inclusion makes us a stronger Company and instills a sense of pride across our teams and the customers we serve.