Virtual Agent Engineer II

Kirkland & Ellis - Chicago, IL

Full-time - Mid Level

Chicago, IL

5,001-10,000 employees

Professional, Scientific, and Technical Services

About the position

The Virtual Agent Engineer II at Kirkland & Ellis is responsible for the development, management, and growth of the Virtual Agent product. This role involves collaborating with IT departments to gather requirements, document user stories, and develop acceptance criteria. The engineer will advocate for the chat agent, develop reporting, and communicate with senior leaders about the product's performance. Success is measured by user satisfaction and the reduction of service desk inquiries that the Virtual Agent can address.

Responsibilities

• Document Management: Ensure ServiceNow knowledge and other repositories are up to date, comprehensive and organized for the virtual agent.
• Version Control: Implement and maintain a system for version control to ensure accurate document referencing.
• Analyze frequent incoming email requests to build out User Intents for self-service opportunities or quicker ticket creation.
• Work with Problem Management to analyze incidents for building User Intents within the agent.
• Train and fine-tune the AI model using curated content and improve chatbot responses.
• Identify incorrect or unclear responses and take corrective action by updating content or refining AI understanding.
• Implement automated unit tests and integration tests for conversational flows.
• Discover new ideas to improve ServiceNow conversation engine and development efficiency.

Requirements

• Computer Science degree or Technical qualification
• Minimum of 3+ years of experience in a professional services environment, preferably in a law firm.
• Experience with content management systems, technical writing, or knowledge management.
• Strong interpersonal and customer service skills with a process-oriented yet flexible approach.
• Excellent verbal and written communication skills.

Nice-to-haves

• Experience with ServiceNow capabilities and enhancements.
• Curiosity and self-motivation to explore new technologies and apply them meaningfully.

Benefits

• Professional development opportunities
• Collaborative work environment
• Diversity and inclusion initiatives