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Public Storage · 2 weeks ago

Senior Manager Contact Center Technical Solutions

Plano, TX

Full-time

Onsite

Senior Level

7+ years exp

Public Storage is the largest owner and operator of self-storage facilities in the world, recognized for its workplace culture and diversity. They are seeking a seasoned Sr. Manager of Contact Center Technical Solutions to drive innovation and operational excellence in contact center technologies, focusing on GenAI-enabled omnichannel solutions.

Property ManagementReal EstateReal Estate Investment

No H1B

Responsibilities

Own and manage the product backlog, translate business needs into actionable user stories, and lead agile ceremonies to ensure timely and value-driven delivery

Ensuring the quality, performance, and reliability of AI systems, which includes developing test plans and integrating observability and monitoring tools

Translate business requirements into technical specifications and actionable user stories

Define technical acceptance criteria, implementation tasks, and sprint deliverables

Document system requirements, technical dependencies, and integration constraints

Create comprehensive test plans including unit, integration, and end-to-end testing strategies

Design observability and monitoring frameworks (logging, metrics, tracing, alerting)

Establish quality gates, performance benchmarks, and reliability standards

Draft technical documentation, API contracts, and implementation guides

Guide the deployment of scalable GenAI solutions across channels, leveraging APIs, data flows, and telephony infrastructure to enhance customer experience and agent productivity

Validating end-to-end agentic systems to ensure they meet enterprise-grade reliability and scalability standards

Work with IT and vendors to deliver GenAI solutions for multi-channel deployment (web, mobile, voice, agent tools), API integration patterns for GenAI service consumption and orchestration, map data flows between LLMs, vector databases, knowledge bases, and enterprise systems, specify telephony infrastructure integration for voice-enabled AI applications, define end-to-end validation frameworks for agentic AI systems and establish enterprise-grade reliability patterns (error handling, fallbacks, circuit breakers)

Design scalability and performance optimization strategies (caching, load balancing, rate limiting)

Document technical requirements for customer experience and agent productivity enhancements

Apply deep expertise in contact center technologies to architect seamless integrations and support continuous optimization through performance monitoring and stakeholder feedback

Ensure all solutions adhere to data governance, privacy, and security standards, incorporating model governance, bias detection, and risk mitigation strategies

Collaborate with steering committee and business strategy leaders to define and communicate the product vision and roadmap in partnership with operations and technology leaders, staying ahead of industry trends to drive continuous improvement

Qualification

Gen AI conceptsContact Center OperationsConversational AIAgile DeliveryCloud platformsTelephony infrastructureData analyticsCustomer experience designProject ManagementTechnical Documentation

Required

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 focusing on Gen AI, machine learning (ML), and natural language processing (NLP)

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

Master's degree in Computer Science, Data Science, Business Administration, Project Management, or a related field, or equivalent experience

Proven experience implementing conversational AI, generative AI, and agentic AI solutions in customer service environments, including evaluating and selecting appropriate LLMs tailored to specific use cases such as intent recognition, summarization, sentiment analysis, and autonomous agent workflows

Familiarity with ethical AI considerations, such as mitigating bias and ensuring data privacy

Product Owner or Product Management certification strongly preferred, including but not limited to: CSPO (Certified Scrum Product Owner), PSPO (Professional Scrum Product Owner), PMP (Project Management Professional), Pragmatic Institute Product Management Certification, SAFe Certifications such as SAFe PO/PM or SAFe Agilist, PMI-CPMAI (Certified Professional in Managing AI)

Candidates with equivalent experience in scaled agile environments or demonstrable expertise in agile product delivery are also encouraged to apply

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