Agentic AI Conversation Designer & Analyst
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Job Location:
Monthly Salary:
Posted on:
3 hours ago
Vacancies:
1 Vacancy
Job Summary
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
- 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
Technical Competencies
- Generative AI prompt design and optimization techniques
- Conversation flow diagramming and user journey mapping
- Process modeling and requirements documentation
- Understanding of RAG (Retrieval Augmented Generation) architectures
- Familiarity with agent tool use function calling and API integration concepts
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.**
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
About Company
Public Storage built its first self-storage facility in 1972. Today were the nations largest self-storage provider and we couldnt have done it without the support and dedication of all our team-members. Its our people, the remarkable Public Storage family that makes us the leader ... View more
