- Role for the Developer Virtual Agent: Join our dynamic team of developers as we enhance our Virtual Agent capabilities. Part of your role will be to define and implement conversational flows to solve complex user issues with ease
What you get to do in this role:
- Define and implement conversational flows to solve complex user issues with ease
- Become an expert at developing chatbot conversations with rich content and tailored experience across various channels
- Define best practices for building conversational tools and educate the rest of the team about them
- Define and implement metrics to continuously measure the quality and experience of bot conversations
- Implement automated unit tests and integration tests for conversational flows
- Discover new ideas to constantly improve the ServiceNow conversation engine, dialog generation, and development efficiency
- Become an expert in ServiceNow product infrastructure
- Advocate for and teach best practices for AI-based ITSM automation
- Work closely with internal stakeholders to ensure scheduled targets are met during product implementation, and escalated technical support issues
- You will be the technical escalation in solving customer issues and coordinating and prioritizing timely resolutions with our engineering team
- You will be our customer advocate in influencing product roadmap and improvements
In order to be successful in this role, we need someone who has the following:
Technical Skills
- Working understanding of the Virtual Agent Designer, Configuration
- Designing conversation flows
- Understanding of the NLU model builder, configuration
- Basics of NLU (Intents, Entities)
- Designing the NLU model by adding representative sample utterances
- Adding customer specific Nomenclature to the NLU models
- Understanding of testing and deployment of NLU models
- Expertise with ServiceNow scripting
- You possess a hybrid skill set of a UI/UX engineer combined with a deep appreciation of the power and limits of AI/ML
- You have experience with natural language understanding technology and conversational UIs
- Build PA dashboards and reports as needed to demonstrate success
Analytical Skills
- Understand Customer data by using NLU tooling and identify top issues that need to be automated
- Understand Model precision characteristics by using NLU tooling
- Understand conversations/Nomenclature that is applicable across customers
Communication Skills
- Native Language speaker English
- Work with Engineering to productize findings that are applicable across customers
Customer Journey
- Strong understanding of ServiceNow customer software development/deployment cycle (preprod, test, production)
What you will bring:
- You have 5+ years of relevant work experience in a customer-facing technical role
- You possess a proven track record of driving successful technical administration and deployments with medium to large-sized enterprise companies with various key stakeholders
- You are confident in your programming proficiency in Java, or Javascript
- A passion for discovering customer use cases, identifying gaps, and resolving issues in the product
