Virtual Agent Designer & Conversational UX Architect

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

Job Description

Virtual Agent / Conversational Designer

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
Flow diagrams

Identify

Intent & Use Case Definition:

User intents (e.g., “reset password”, “check ticket status”)

Map

Intents → conversation flows

Work With Business Teams To

Define high-impact use cases

Dialogue & Content Writing

Write

Bot responses
Prompts
System messages

Ensure Tone Is

Clear
Human-like
Aligned with brand

Conversational UX (User Experience)

Design Experiences That

Minimize user effort
Avoid confusion
Handle edge cases

Optimize

Navigation within conversations
Error handling

Bot Configuration / Platform Work

Configure Bots On Platforms Like

ServiceNow Virtual Agent
Dialogflow
Microsoft Bot Framework

Implement

Topics / intents
Entities
Flow logic

Integration with Backend Systems

Connect Bot To Systems

ITSM (tickets, approvals)
CRM / HR tools

Enable Actions

Create ticket
Retrieve data
Trigger workflows

Testing & Optimization

Test Conversations

Different user inputs
Edge cases

Analyze

Drop-offs
Failed intents

Improve

Flows
Responses
Accuracy

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

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