Engineer, Technical Support

Job Description

• Virtual Agent / Conversational Designer

• Strong hands-on and leadership experience in Service Now 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

• Greetings
• Intent handling
• Multi-step flows
• Fallbacks

• Decision trees
• Dialog flows
• Flow diagrams

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

• u201
  
  Creset passwordu
  201d, u201
  
  Ccheck ticket statusu
  201d

• Intents u2192 conversation flows

• Define high-impact use cases

• Bot responses
• Prompts
• System messages

• Clear
• Human-like
• Aligned with brand

• Minimize user effort
• Avoid confusion
• Handle edge cases

• Navigation within conversations
• Error handling

• Configure Bots On Platforms Like
• Service Now Virtual Agent
• Dialogflow
• Microsoft Bot Framework

• Topics / intents
• Entities
• Flow logic

• Connect Bot To Systems
• ITSM (tickets, approvals)
• CRM / HR tools

• Create ticket
• Retrieve data
• Trigger workflows

• Test Conversations
• Different user inputs
• Edge cases

• Drop-offs
• Failed intents

• Flows
• Responses
• Accuracy

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