[Remote] Agentic AI Conversation Designer & Analyst

Note: The job is a remote job and is open to candidates in USA. Public Storage is the largest owner and operator of self-storage facilities in the world, recognized for its exceptional work culture and career growth. The role of Agentic AI Conversation Designer & Analyst involves supporting digital transformation initiatives by designing intelligent conversational experiences and optimizing customer interactions through AI-driven automation.

Responsibilities

• 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
• 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
• Translate business processes into autonomous agentic workflows by mapping business rules, dependencies, escalation paths, and defining tool/API invocation and human handoff protocols
• 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
• Partner with data teams to identify knowledge sources and integration requirements for seamless implementation

Skills

• 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., 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
• 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

Company Overview

• Public Storage is an ideal choice for both commercial and household self-storage needs. It was founded in 1972, and is headquartered in Glendale, California, USA, with a workforce of 5001-10000 employees. Its website is https://www.publicstorage.com/.