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Company Description

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 500** and **FT Global 500** . Our common and preferred stocks trade on the New York Stock Exchange.

Job Description

The Contact Center Systems Lead is responsible for overseeing the daily operation, configuration, and optimization of the organization’s contact center systems. This role ensures systems such as call routing, workforce management, customer relationship management, quality monitoring, and interactive voice response operate efficiently and align with business needs. The position works closely with internal stakeholders, external vendors, and business process outsourcing partners to support technical operations, drive improvements, and ensure continuity of service.

Key Responsibilities:

System Configuration and Administration:

+ Manage and configure contact center systems including call routing tools, workforce management platforms, customer relationship systems, and quality monitoring applications. Perform user setup, permissions adjustments, and system settings changes. Ensure system accuracy, monitor performance, and resolve configuration issues.

+ Build and maintain internal SharePoint sites for the contact center team. Ensure content is current and accessible. Support dashboards and resource libraries used by frontline teams.

+ Provide input on system-related policies and procedures. Assist in interpreting technical updates for non-technical audiences. Ensure compliance with internal standards and regulatory guidelines.

+ Handles sensitive business data including user access credentials, system configuration details, internal performance data, and operational reports. Responsible for protecting this data in compliance with organizational and legal standards.

IVR Project Coordination and Lifecycle Management:

+ Lead the lifecycle of IVR changes, from gathering requirements for IVR enhancing projects to coordinating IT deployment of updates. Collaborate with business teams to design call flows and document system requirements. Create high-level and detailed flow diagrams and conduct user acceptance testing.

Reporting and Data Analysis:

+ Produce weekly and monthly reports that track system uptime, contact delivery, agent activity, and license usage. Share findings with internal stakeholders to support operational decisions and identify areas for improvement. Track and communicate system outages and performance trends.

Outage and Escalation Management:

+ Act as the escalation point of contact for system outages or performance issues across internal teams and external partners. Maintain standardized processes for outage handling and recovery. Collaborate with IT and vendor support teams to resolve and document incidents.

User Access and Onboarding:

+ Manage access permissions for all supported contact center systems. Lead onboarding and offboarding processes for internal employees and vendor agents. Maintain process documentation and provide support for access-related issues.

Technology Coordination and Release Management:

+ Coordinate technology updates, development releases, and system enhancements across teams. Partner with internal IT, NICE platform administrators, and external vendors to align updates with operational requirements and minimize disruption.

+ Contributes to public storage system strategy, identifies opportunities for efficiency, and supports innovative solutions for call flow and contact center optimization. May lead or co-lead cross-functional projects involving multiple departments or vendor teams.

Qualifications

Minimum Qualifications:

+ Bachelor’s degree in information systems, business administration, or a related field, or equivalent experience

+ 3+ years of experience in contact center operations or systems support

+ Working knowledge of call routing, CRM systems, workforce management, and quality monitoring tools

+ Experience with system access administration and user provisioning

Preferred Qualifications:

+ Experience with NICE, Five9, Genesys, or similar cloud contact center platforms

+ Familiarity with IVR high level flow design and implementation

+ Familiarity with BPO environments and cross-vendor systems integration

+ Strong communication and documentation skills

Additional Information

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.

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.

We are united under one common goal – creating a diverse and inclusive environment where all employees feel valued, included, and excited to be part of a best-in-class team. With over 5,000 team members from all different races, backgrounds, and life experiences, we celebrate inclusion and value the diversity each person brings to Public Storage. We believe our commitment to diversity and inclusion makes us a stronger Company and instills a sense of pride across our teams and the customers we serve.