Company Description

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.

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. You'll lead the design of virtual assistants and user journeys and serve as a subject matter expert in conversational design. This role is essential to ensuring customer success and driving customer satisfaction through engaging, natural, and effective dialog flows.

Key Responsibilities

Requirements Gathering: 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. Design observability and monitoring frameworks (logging, metrics, tracing, alerting)

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

5+ 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

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.

Public Storage

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Agentic AI Conversation Designer & Analyst