Public Storage
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 are also one of the largest landlords.
Public Storage
is recognized as a Great Place to Work, best for career growth, and top 5 % for work culture and diversity and inclusion. We are a member of the S&P 500 and FT Global 500, and our common and preferred stocks trade on the NYSE.
Job Description We are seeking a seasoned Sr. Manager of Contact Center Technical Solutions to support the strategic roadmap and hands‑on implementation of advanced contact center technologies, with a strong focus on GenAI‑enabled omnichannel solutions. This role is pivotal in driving innovation, scalability, and operational excellence across voice, chat, IVR, WFM, analytics, CRM, and AI/ML platforms.
As a cross‑functional leader, you will guide the full lifecycle of solution delivery, from requirements gathering and call flow design to system integration and deployment. You will serve as the primary liaison between the executive steering committee, strategic design leaders, business stakeholders, engineering teams, data scientists, and AI specialists to ensure alignment with enterprise goals and responsible AI practices.
Key Responsibilities
Product Support & Agile Delivery : Own and manage the product backlog, translate business needs into actionable user stories, and lead agile ceremonies to ensure timely and value‑driven delivery. Develop test plans, integrate observability and monitoring tools, and define acceptance criteria, sprint deliverables, and quality gates.
GenAI Enablement : Guide the deployment of scalable GenAI solutions across channels, leveraging APIs, data flows, telephony infrastructure, and orchestration. Validate end‑to‑end agentic systems, design scalability and performance strategies, and document technical requirements for customer experience and agent productivity enhancements.
Technical Leadership : Architect seamless integrations and support continuous optimization through performance monitoring and stakeholder feedback.
Compliance & Responsible AI : Ensure all solutions adhere to data governance, privacy, security standards, model governance, bias detection, and risk mitigation strategies.
Innovation & Strategy : Collaborate with steering committee and business strategy leaders to define and communicate product vision and roadmap, staying ahead of industry trends to drive continuous improvement.
Minimum Qualifications
Bachelor’s degree in Computer Science, Data Science, Business Administration, Project Management, or a related field, or equivalent experience.
Strong practical knowledge about core Gen AI concepts; certifications or boot camps in Gen AI, machine learning, and natural language processing.
Experience in creating and refining prompts for Gen AI models.
7+ years of experience in supporting Contact Center Operations, including CCaaS platforms, IVR, CTI, and WFM tools.
Preferred Qualifications
Master’s degree in a relevant field, or equivalent experience.
Proven experience implementing conversational AI, generative AI, and agentic AI solutions in customer service environments; evaluating and selecting appropriate LLMs.
Familiarity with ethical AI considerations, such as bias mitigation and data privacy.
Product Owner or Product Management certification (CSPO, PSPO, PMP, Pragmatic Institute, SAFe PO/PM, SAFe Agilist, PMI‑CPMAI). Scaled agile experience is also encouraged.
System Experience
CCaaS Platforms : NICE CXone (preferred), Genesys Cloud, Five9.
Conversational AI : Cognigy (preferred), Google CCAI, Amazon Lex, Microsoft Bot Framework.
Workforce Management : NICE IEX (preferred), Verint, Genesys WFM, Calabrio.
Analytics Tools : NICE Enlighten, CallMiner, Verint Speech Analytics.
Experience with cloud platforms (AWS, Azure, GCP) and cloud‑native architectures.
Knowledge of telephony infrastructure, SIP, WebRTC, and voice networking.
Understanding of data analytics, business intelligence, and reporting tools (Power BI, Tableau, etc.).
Background in customer experience design or service design thinking.
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.
REF3492H
Seniority Level Mid‑Senior level
Employment Type Full‑time
Job Function Customer Service
Industries Software Development and IT Services, and IT Consulting
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Public Storage
is recognized as a Great Place to Work, best for career growth, and top 5 % for work culture and diversity and inclusion. We are a member of the S&P 500 and FT Global 500, and our common and preferred stocks trade on the NYSE.
Job Description We are seeking a seasoned Sr. Manager of Contact Center Technical Solutions to support the strategic roadmap and hands‑on implementation of advanced contact center technologies, with a strong focus on GenAI‑enabled omnichannel solutions. This role is pivotal in driving innovation, scalability, and operational excellence across voice, chat, IVR, WFM, analytics, CRM, and AI/ML platforms.
As a cross‑functional leader, you will guide the full lifecycle of solution delivery, from requirements gathering and call flow design to system integration and deployment. You will serve as the primary liaison between the executive steering committee, strategic design leaders, business stakeholders, engineering teams, data scientists, and AI specialists to ensure alignment with enterprise goals and responsible AI practices.
Key Responsibilities
Product Support & Agile Delivery : Own and manage the product backlog, translate business needs into actionable user stories, and lead agile ceremonies to ensure timely and value‑driven delivery. Develop test plans, integrate observability and monitoring tools, and define acceptance criteria, sprint deliverables, and quality gates.
GenAI Enablement : Guide the deployment of scalable GenAI solutions across channels, leveraging APIs, data flows, telephony infrastructure, and orchestration. Validate end‑to‑end agentic systems, design scalability and performance strategies, and document technical requirements for customer experience and agent productivity enhancements.
Technical Leadership : Architect seamless integrations and support continuous optimization through performance monitoring and stakeholder feedback.
Compliance & Responsible AI : Ensure all solutions adhere to data governance, privacy, security standards, model governance, bias detection, and risk mitigation strategies.
Innovation & Strategy : Collaborate with steering committee and business strategy leaders to define and communicate product vision and roadmap, staying ahead of industry trends to drive continuous improvement.
Minimum Qualifications
Bachelor’s degree in Computer Science, Data Science, Business Administration, Project Management, or a related field, or equivalent experience.
Strong practical knowledge about core Gen AI concepts; certifications or boot camps in Gen AI, machine learning, and natural language processing.
Experience in creating and refining prompts for Gen AI models.
7+ years of experience in supporting Contact Center Operations, including CCaaS platforms, IVR, CTI, and WFM tools.
Preferred Qualifications
Master’s degree in a relevant field, or equivalent experience.
Proven experience implementing conversational AI, generative AI, and agentic AI solutions in customer service environments; evaluating and selecting appropriate LLMs.
Familiarity with ethical AI considerations, such as bias mitigation and data privacy.
Product Owner or Product Management certification (CSPO, PSPO, PMP, Pragmatic Institute, SAFe PO/PM, SAFe Agilist, PMI‑CPMAI). Scaled agile experience is also encouraged.
System Experience
CCaaS Platforms : NICE CXone (preferred), Genesys Cloud, Five9.
Conversational AI : Cognigy (preferred), Google CCAI, Amazon Lex, Microsoft Bot Framework.
Workforce Management : NICE IEX (preferred), Verint, Genesys WFM, Calabrio.
Analytics Tools : NICE Enlighten, CallMiner, Verint Speech Analytics.
Experience with cloud platforms (AWS, Azure, GCP) and cloud‑native architectures.
Knowledge of telephony infrastructure, SIP, WebRTC, and voice networking.
Understanding of data analytics, business intelligence, and reporting tools (Power BI, Tableau, etc.).
Background in customer experience design or service design thinking.
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.
REF3492H
Seniority Level Mid‑Senior level
Employment Type Full‑time
Job Function Customer Service
Industries Software Development and IT Services, and IT Consulting
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