Virtual Agent/Conversational Designer

Responsibilities

• Create end-to-end conversation journeys including multi-step flows, decision trees, and dialog flows.
• Handle intent and utterance authoring using Natural Language Understanding (NLU).
• Design conversational user experiences that minimize user effort and handle edge cases.
• Optimize navigation within conversations and implement error handling.
• Configure bots on platforms like ServiceNow Virtual Agent, Dialogflow, and Microsoft Bot Framework.
• Implement topics, intents, entities, and flow logic to integrate the bot with backend systems such as ITSM, CRM, and HR tools.
• Create tickets, retrieve data, trigger workflows, and enable actions within the bot.
• Test and optimize conversations to improve accuracy and response quality.

Qualifications

• Strong hands-on and leadership experience in ServiceNow Virtual Agent Designer.
• Practical experience on NLU intent and utterance authoring.
• Hands-on experience on Topic block design.
• Strong knowledge and hands-on experience on Conversational UX background.
• Work with business teams to define high-impact use cases and dialogue.
• Write bot responses, prompts, system messages, ensuring tone is clear and human-like, aligned with the brand.
• Bot configuration and platform work, including integration with backend systems.
• Experience testing and optimizing conversations to improve accuracy and response quality.

Pay

$85,000 - $100,000 a year