Virtual AgentConversational Designer

Role: Virtual Agent/Conversational Designer

Location: Scottsdale AZ

Full Time Permanent

Job Description

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

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

Dialog flow

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

Test conversations:

Different user inputs

Edge cases

Analyze:

Drop-offs

Failed intents

Improve:

Flows

Responses

Accuracy