Virtual Agent​/Conversational Designer

Virtual Agent / Conversational Designer

Location:

Scottsdale, AZ | Omaha, NE | Chicago, IL | Washington, DC | New York, NY | Austin TX | San Jose, CA

Employment Type:

Full Time

Salary: $100k

Experience Level: 6 Years

• 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 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:

• Service Now 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