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 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 include:
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
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
This role demands a strategic thinker with hands-on technical acumen, a passion for customer-centric innovation, and a proven track record of delivering enterprise-grade contact center solutions in a dynamic, agile environment.
Minimum Qualifications:
Preferred Qualifications:
Product Owner or Product Management certification strongly preferred, including but not limited to:
Candidates with equivalent experience in scaled agile environments or demonstrable expertise in agile product delivery are also encouraged to apply.
System experience:
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're also one of the largest landlords.
We've been recognized as A Great Place to Work by the Great Place to Work Institute. And, our employees have also voted us as having Best Career Growth , ranked us in the Top 5% for Work Culture , and in the Top 10% for Diversity and Inclusion .
We're a member of the S&P 500and FT Global 500 . Our common and preferred stocks trade on the New York Stock Exchange.
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.**
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