Virtual Agent/Conversational Designer

Job Description

Virtual Agent / Conversational Designer
Responsibilities

Strong hands-on and leadership experience in ServiceNow Virtual Agent Designer
Practical experience on NLU intent and utterance authoring
Strong knowledge and hands-on experience on Topic block design
Strong knowledge and hands-on experience on Conversational UX background
Design end-to-end conversation journeys (Greetings, Intent handling, Multi-step flows, Fallbacks)
Create decision trees, dialog flows, and flow diagrams
Identify Intent & Use Case Definition: User intents (e.g., “reset password”, “check ticket status”)
Map intents to conversation flows
Work with business teams to define high-impact use cases
Dialogue & content writing: Bot responses, prompts, system messages
Ensure tone is clear, human-like, and aligned with brand
Conversational UX: Design experiences that minimize user effort, avoid confusion, and handle edge cases
Optimize navigation within conversations and error handling
Bot configuration / platform work: Configure bots on platforms like ServiceNow Virtual Agent, Dialogflow, and Microsoft Bot Framework
Implement topics / intents, entities, and flow logic
Integration with backend systems: ITSM (tickets, approvals); CRM / HR tools
Enable actions: Create tickets, retrieve data, and trigger workflows
Testing & optimization: Test conversations with different user inputs and edge cases
Analyze drop-offs and failed intents
Improve flows, responses, and accuracy
Salary

Salary Range: $85,000-$100,000 a year

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