Virtual Agent, Conversational Designer
- Fixity technologies
1 Days Ago
NA
Yearly
Scottsdale-AZ, San Jose-CA, Washington-DC, Chicago-IL, Omaha-NE, New York-NY, Austin-TX
6-12 Years
Required Skills: ServiceNow virtual agent, Natural Language Understanding, User Experience
Job Description
We are seeking an experienced Virtual Agent / Conversational Designer with strong expertise in ServiceNow Virtual Agent, NLU intent authoring, and Conversational UX design. The ideal candidate will design and develop end-to-end chatbot experiences, including conversation flows, intent mapping, dialogue design, and topic configuration.
Responsibilities:
- Design conversational journeys including greetings, intent handling, multi-step workflows, and fallback scenarios.
- Create dialog flows, decision trees, and conversation models aligned with business requirements.
- Configure and optimize ServiceNow Virtual Agent topics, intents, entities, and flow logic.
- Integrate virtual agents with ITSM, HR, CRM, and other backend systems to automate requests and workflows.
- Develop clear, user-friendly bot responses, prompts, and system messages.
- Test and refine chatbot performance by analyzing user interactions, failed intents, and conversation drop-offs.
Required Skills:
- ServiceNow Virtual Agent Designer
- NLU Intent & Utterance Authoring
- Conversational UX / Conversation Design
- Topic Block Design
- Dialog Flow & Decision Tree Modeling
- ITSM Integrations and Workflow Automation
- Chatbot Testing, Analytics, and Optimization
Experience with Dialogflow, Microsoft Bot Framework, and enterprise chatbot implementations is a plus.
