JD:

Responsibilities:

• Collaborate with cross-functional teams including analysts, UI/UX designers, and other developers to understand business requirements and design virtual agent solutions within the ServiceNow platform.
• Design, configure, and develop virtual agent conversations using ServiceNow's Virtual Agent Designer, incorporating relevant skills, decision trees, intents, and natural language understanding (NLU) capabilities.
• Leverage your expertise in NLP to create natural and user-friendly conversations that provide accurate and contextually relevant responses to user queries.
• Integrate virtual agents with various ServiceNow modules and external systems, ensuring seamless data flow and process automation.
• Develop and maintain custom integrations, APIs, and scripts to enhance the capabilities of virtual agents and enable interactions with external systems.
• Continuously monitor and analyze virtual agent performance, making iterative improvements to enhance accuracy, user satisfaction, and efficiency.
• Collaborate with UI/UX designers to ensure the virtual agent's interface is visually appealing, intuitive, and aligned with the organization's branding guidelines.
• Stay up-to-date with industry trends, emerging technologies, and best practices related to virtual agents, NLP, and AI-driven solutions.

Qualifications:

• Bachelor’s degree in computer science, Information Technology, or related field; or equivalent work experience.
• Proven experience as a ServiceNow Virtual Agent Developer, with a strong portfolio showcasing successful virtual agent implementations.
• Proficiency in configuring and designing virtual agent conversations using ServiceNow's Virtual Agent Designer.
• Solid understanding of natural language processing (NLP) principles and practical experience in creating conversational flows that deliver accurate responses.
• Experience with ServiceNow platform development, including scripting (JavaScript, Glide), integrations, and APIs.
• Strong problem-solving skills and the ability to troubleshoot technical issues related to virtual agent functionality and integration.
• Excellent communication skills, both verbal and written, with the ability to convey complex technical concepts to non-technical stakeholders.
• Strong teamwork and collaboration skills, coupled with the ability to work independently when required.