Engineer

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


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