Developer - Virtual Agent

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