Virtual Agent / Conversational Designer

Posted 16 days ago

clifyxSan Jose (CA)

Web and Digital Interface DesignersComputer Systems Design Services

SENIORITY

Senior

SALARY

$100k

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About the role

Virtual Agent / Conversational DesignerLocation: Scottsdale, AZ | Omaha, NE | Chicago, IL | Washington, DC | New York, NY | Austin TX | San Jose, CAEmployment Type: Full TimeSalary: $100kExperience Level: 6 Years• 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• FallbacksCreate:• Decision trees• Dialog flows• Flow diagramsIntent & Use Case Definition:Identify:• User intents (e.g., "reset password", "check ticket status")Map:• Intents ? conversation flowsWork with business teams to:• Define high-impact use casesDialogue & Content WritingWrite:• Bot responses• Prompts• System messagesEnsure tone is:• Clear• Human-like• Aligned with brandConversational UX (User Experience)Design experiences that:• Minimize user effort• Avoid confusion• Handle edge casesOptimize:• Navigation within conversations• Error handlingBot Configuration / PlatformWork Configure bots on platforms like:• ServiceNow Virtual Agent• Dialogflow• Microsoft Bot FrameworkImplement:• Topics / intents• Entities• Flow logicIntegration with Backend SystemsConnect bot to systems:• ITSM (tickets, approvals)• CRM / HR toolsEnable actions:• Create ticket• Retrieve data• Trigger workflowsTesting & OptimizationTest conversations:• Different user inputs• Edge casesAnalyze:• Drop-offs• Failed intentsImprove:• Flows• Responses• Accuracy

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