Agentic AI Conversation Designer & Analyst

Public Storage • Plano, TX

4h

About The Position

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.

Requirements

• 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

Nice To Haves

• 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

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. Design observability and monitoring frameworks (logging, metrics, tracing, alerting)
• Partner with data teams to identify knowledge sources and integration requirements for seamless implementation

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed