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
#LI-SP3
#LI-VX1
More Information
Application Details
- Organization DetailsTCS / Tata Consultancy Services
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