Agentic AI Conversation Designer & Analyst

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. 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 environments
• Experience 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-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

Technical Competencies

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.

Remote Work : No

Employment 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