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Agentic AI Conversation Designer & Analyst

On-site Full-time

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Experience Level

Experience

Qualifications

5+ years of experience in conversation design, UX design, business analysis, or a related role in customer experience environments. Familiarity with conversational AI platforms (e.g., Cognigy. AI, Google CCAI, Amazon Lex, Microsoft Bot Framework). Demonstrated expertise in generative AI prompt engineering with practical experience in crafting, testing, and optimizing prompts for LLMs (e.g., ChatGPT, Claude, Gemini). Strong understanding of LLMs and agentic workflows, including tool utilization, reasoning chains, and autonomous decision-making. Experience designing conversational experiences across both voice and chat modalities. Business analysis capabilities: requirements gathering, process mapping, stakeholder management, and documentation. Knowledge of contact center or customer service domains with a focus on enhancing customer engagement.

About the job

Join our dynamic team as an Agentic AI Conversation Designer & Analyst, where you will play a vital role in our digital transformation journey across voice and chat platforms. This key position is responsible for converting stakeholder needs into sophisticated, autonomous conversational experiences utilizing generative AI and agentic workflows. You will spearhead the development of virtual assistants and user journeys, acting as a subject matter expert in conversational design. Your contribution will be critical in enhancing customer success and satisfaction through engaging, natural, and effective dialogue flows.

Key Responsibilities:

  • Requirements Gathering: Extract and prioritize business requirements from contact center stakeholders, mapping current and future-state customer journeys that harness autonomous AI agents across voice and chat channels.
  • Conversation Design & Prompt Engineering: Architect seamless, multi-turn conversational experiences by designing dialogue flows, prompts, agent personas, and tone guidelines that ensure brand-aligned, contextually accurate customer interactions.
  • Agentic Workflow Development: Convert business processes into autonomous workflows by delineating business rules, dependencies, escalation paths, and defining tool/API invocation alongside human handoff protocols.
  • Testing & Optimization: Lead user acceptance testing (UAT) and A/B testing efforts to assess conversation performance, analyze user interactions, and continuously enhance dialogue designs for improved accuracy, customer satisfaction, and containment rates. Establish observability and monitoring frameworks including logging, metrics, tracing, and alerting.
  • Collaboration & Implementation: Collaborate with data teams to pinpoint knowledge sources and integration requirements for effective implementation.

This position demands a proven track record in transforming contact center journeys via AI-driven automation. You will be instrumental in advancing our operations from traditional frameworks to intelligent, autonomous customer service, harmonizing exceptional customer experiences with operational efficiency at the forefront of AI innovation.

About Public Storage

Founded in 1972, Public Storage has evolved into the world’s largest owner and operator of self-storage facilities. With thousands of locations across the U. S. and Europe, encompassing over 170 million net rentable square feet, we stand out as one of the largest landlords globally. Recognized as A Great Place to Work by the Great Place to Work Institute, our employees have voted us to have Best Career Growth, ranking us in the Top 5% for Work Culture and in the Top 10% for Diversity and Inclusion. A proud member of the S&P 500 and FT Global 500, our common and preferred stocks are traded on the New York Stock Exchange.

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