Virtual Agent​/Conversational Designer

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
• Design end-to-end conversation journeys (Greetings, Intent handling, Multi-step flows, Fallbacks)
• Create decision trees, dialog flows, and flow diagrams
• Identify Intent & Use Case Definition:
  User intents (e.g., “reset password”, “check ticket status”)
• Map intents to conversation flows
• Work with business teams to define high-impact use cases
• Dialogue & content writing:
  Bot responses, prompts, system messages
• Ensure tone is clear, human-like, and aligned with brand
• Conversational UX:
  Design experiences that minimize user effort, avoid confusion, and handle edge cases
• Optimize navigation within conversations and error handling
• Bot configuration / platform work:
  Configure bots on platforms like Service Now Virtual Agent, Dialogflow, and Microsoft Bot Framework
• Implement topics / intents, entities, and flow logic
• Integration with backend systems: ITSM (tickets, approvals); CRM / HR tools
• Enable actions:
  Create tickets, retrieve data, and trigger workflows
• Testing & optimization:
  Test conversations with different user inputs and edge cases
• Analyze drop-offs and failed intents
• Improve flows, responses, and accuracy

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