Agentic AI Conversation Designer & Analyst
Public Storage is seeking an Agentic AI Conversation Designer & Business Analyst to support its digital transformation initiatives across voice and chat channels. This role involves translating stakeholder requirements into intelligent, autonomous conversational experiences powered by generative AI and agentic workflows. The successful candidate will lead the design of virtual assistants and user journeys, serving as a subject matter expert in conversational design to enhance customer satisfaction through engaging and effective dialog flows.
Key responsibilities include gathering and prioritizing business requirements from contact center stakeholders, mapping current and future-state customer journeys that leverage autonomous AI agents, and designing natural, multi-turn conversational experiences. The role also involves developing agentic workflows by translating business processes into autonomous workflows, leading user acceptance testing and A/B testing initiatives to evaluate conversation performance, and collaborating with data teams to identify knowledge sources and integration requirements for seamless implementation.
The ideal candidate will have over five years of experience in conversation design, UX design, business analysis, or similar roles within customer experience environments. Proficiency with conversational AI platforms such as Cognigy.AI, Google CCAI, Amazon Lex, or Microsoft Bot Framework is essential. The candidate should have proven expertise in generative AI prompt engineering, a strong understanding of large language models and agentic workflows, experience designing conversational experiences across both voice and chat modalities, and strong business analysis skills. Knowledge of contact center operations and the ability to lead workshops and present to diverse audiences are also required.
Public Storage offers a dynamic work environment where innovation and customer satisfaction are prioritized. Employees have opportunities for career growth and development within a company recognized for its commitment to diversity and inclusion. Joining Public Storage means becoming part of a team dedicated to transforming customer experiences through cutting-edge AI technologies.