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 Intent & Use Case Definition

• Identify:
• 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 #LI-SP3 #LI-VX1 </div