Virtual Agent/Conversational Designer

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