Virtual Agent/Conversational Designer

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