Engineer

Tata Consultancy Services; Tennessee; On-site; USD 85,000 - 100,000; Full time

Job summary

Tata Consultancy Services seeks a Virtual Agent / Conversational Designer to lead end-to-end conversation design using ServiceNow Virtual Agent. You will craft intents, blocks, and flows with a focus on conversational UX, tone, and brand alignment.

Responsibilities include mapping intents to dialogues, integrating with backend systems, and collaborating with business teams to define high-impact use cases. Strong UI/UX writing and testing are essential.

Qualifications

• 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.
• Experience designing end-to-end conversation journeys (greetings, intents, multi-step flows, fallbacks).
• Ability to create decision trees, dialog flows and flow diagrams.

Responsibilities

• Design end-to-end conversation journeys including greetings, intent handling and multi-step flows.
• Create decision trees, dialog flows and flow diagrams.
• Identify user intents (e.g., “reset password”, “check ticket status”).
• Map intents to conversation flows and outcomes.
• Work with business teams to define high-impact use cases.
• Write bot responses, prompts, and system messages.
• Ensure tone is clear, human-like and aligned with brand.
• Design experiences that minimize user effort and handle edge cases.
• Test conversations, optimize navigation and error handling.
• Integrate bots with platforms like ServiceNow, Dialogflow, and Microsoft Bot Framework.

Skills

ServiceNow Virtual Agent Designer

NLU intent and utterance authoring

Topic block design

Conversational UX

End-to-end conversation journeys

Tools

Dialogflow

Microsoft Bot Framework

ServiceNow Virtual Agent

Job description

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

Identify

User intents (e.g., “reset password”, “check ticket status”)

• \u201Creset password\u201d, \u201Ccheck ticket status\u201d

Map

• Intents \u2192 conversation flows

Work With Business Teams To

• Define high-impact use cases

Dialogue & Content Writing

• 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