Virtual Agent / Conversational Designer (ServiceNow)

About the role

We are seeking an experienced Virtual Agent / Conversational Designer with strong expertise in ServiceNow Virtual Agent development and conversational AI design. The ideal candidate will have hands-on experience designing intelligent chatbot experiences, developing NLU models, authoring intents and utterances, and building scalable conversational workflows within the ServiceNow platform.

Responsibilities

• Design, develop, and implement enterprise Virtual Agent solutions using ServiceNow Virtual Agent Designer.
• Build intelligent conversational workflows to automate IT, HR, Customer Service, and enterprise business processes.
• Configure reusable conversation components and dialog flows.
• Optimize chatbot performance for usability, scalability, and maintainability.
• Design and author:- NLU Intents
• Utterances
• Entities
• Synonyms
• Training Phrases
• Improve chatbot accuracy through continuous refinement of language models.
• Analyze user interactions and optimize intent recognition and conversation success rates.
• Create dynamic conversational flows using:- Decision Logic
• Variables
• Conditions
• API Integrations
• Workflow Actions
• Build reusable conversation components to improve scalability and maintainability.
• Design intuitive, user-friendly conversational experiences following Conversational UX best practices.
• Create natural, context-aware conversation flows that improve user engagement and self-service adoption.
• Optimize conversations for multiple channels and enterprise use cases.
• Collaborate with business stakeholders to ensure conversations align with user expectations and business objectives.
• Integrate Virtual Agent with:- ServiceNow Workflows
• Catalog Items
• Knowledge Base
• REST APIs
• Enterprise Applications
• Support intelligent workflow automation and conversational process orchestration.
• Collaborate with development teams to implement end-to-end automation solutions.
• Perform functional, integration, and user acceptance testing of Virtual Agent solutions.
• Analyze chatbot usage metrics and continuously optimize conversational performance.
• Troubleshoot and resolve Virtual Agent and NLU-related issues.
• Maintain documentation for conversation design, intents, topics, and configurations.

Requirements

• 8-10+ years of overall IT experience.
• Extensive hands-on experience with ServiceNow Virtual Agent Designer.
• Proven experience designing enterprise conversational AI and chatbot solutions.
• Strong understanding of conversational UX principles and Natural Language Understanding (NLU).
• Experience building scalable Virtual Agent solutions in enterprise ServiceNow environments.
• ServiceNow Virtual Agent Designer
• ServiceNow Platform Development
• Flow Designer
• IntegrationHub (Preferred)
• Service Catalog Integration
• Knowledge Management Integration
• Natural Language Understanding (NLU)
• Intent Authoring
• Utterance Design
• Entity Recognition
• Conversation Design
• Conversational AI Best Practices
• Conversational User Experience (UX)
• Dialogue Flow Design
• User Journey Mapping
• Chatbot Design
• Self-Service Experience Design
• Human-Centered Conversation Design
• REST APIs
• JSON
• Enterprise Integrations
• Workflow Automation
• ServiceNow Platform APIs

Qualifications

• ServiceNow Certified System Administrator (CSA).
• ServiceNow Certified Application Developer (CAD).
• ServiceNow Certified Implementation Specialist (CIS).

Skills

• Generative AI or AI-powered virtual assistants.
• Implementing enterprise chatbot solutions across ITSM, HRSD, or CSM.
• Familiarity with conversational analytics and AI model optimization.

Benefits

• Competitive compensation package including base salary, bonus, and benefits.
• Flexible work arrangements.
• Professional development opportunities.
• Health and wellness programs.
• Employee referral bonuses.

Pay

ESTIMATED: $411,433 per year

Schedule

100% Onsite