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Virtual Agent Jobs in Washington (NOW HIRING)

Hirekeyz Inc

ServiceNow Functional Analyst

Herndon, VA · On-site

Experience working with or configuring ServiceNow's Virtual Agent (e.g. NLU or GenAI versions). * Experience with HC Shared Services and federal clients 3 -5 years. * Work supporting federal HC ...

BCMC

ServiceNow Developer - HRSD

Falls Church, VA · Remote

$55.25 - $76/hr

Implement and configure ServiceNow HR Service Delivery (HRSD), Employee Center Pro (ECP), Integration Hub, Performance Analytics, Virtual Agent, Knowledge Management, and other products and ...

rockITdata

AI/ML Engineer

Arlington, VA · Remote

Configure and optimize Amazon Bedrock Agents for virtual agent fulfillment, real-time coaching, call summarization, and post-call quality analysis * Design, version-control, and iteratively refine ...

DecisionPoint | Cortek

UCC Supervisor

Alexandria, VA

Collaborate with Government stakeholders to enhance automation capabilities, including AI-enabled virtual agent solutions. Clearance Requirement Ability to successfully obtain and maintain a Tier 1 ...

SAIC

Software Engineer

Arlington, VA · Remote

$120K - $160K/yr

The Intelligent Virtual Agent (IVA) Software Engineer will design, develop, and maintain cloud-native web applications using JavaScript/TypeScript, React, Next.js, and NestJS. The successful ...

rockITdata

AWS Developer

Arlington, VA · Remote

Configure Amazon Lex bot intents, slot types, and fulfillment logic for the IVR Call Taking virtual agent, connecting Lex to Bedrock Agents for complex fulfillment * Build the post-call summarization ...

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Virtual Agent information

See Washington salary details

$675

$1.6K

$2.8K

How much do virtual agent jobs pay per week?

As of Aug 21, 2026, the average weekly pay for virtual agent in Washington is $1,573.50, according to ZipRecruiter salary data. Most workers in this role earn between $1,317.31 and $1,665.38 per week, depending on experience, location, and employer.

What is a virtual agent?

Virtual agents are software programs or AI-driven systems designed to interact with users, typically through chat or voice, to answer questions, provide customer support, or help with various tasks. They can handle simple inquiries automatically and escalate more complex issues to human agents when needed. Virtual agents are commonly used in customer service, IT support, and other industries to improve efficiency and provide 24/7 assistance.

What does a virtual agent do?

A typical workday for a Virtual Agent involves handling customer inquiries via chat, email, or phone, resolving issues, providing information, and sometimes escalating complex cases to supervisors. Virtual Agents often work independently but are closely connected to their teams through digital collaboration tools such as Slack, Microsoft Teams, or Zoom. Regular virtual meetings, chat check-ins, and shared knowledge bases help maintain team cohesion and ensure that agents stay informed about updates or procedural changes. This remote structure requires strong self-motivation and excellent communication skills to deliver consistent customer service while staying aligned with team objectives.

What are the key skills and qualifications needed to thrive as a virtual agent?

To thrive as a Virtual Agent, you need excellent communication skills, problem-solving abilities, and a solid understanding of customer service principles, often supported by a high school diploma or equivalent. Familiarity with customer relationship management (CRM) software, chat platforms, and ticketing systems is typically required. Strong listening skills, patience, and adaptability help Virtual Agents deliver personalized and efficient support. These skills ensure effective remote assistance, enhance customer satisfaction, and contribute to operational efficiency.

What is the difference between Virtual Agent vs Customer Service Representative?

AspectVirtual AgentCustomer Service Representative
CredentialsTypically requires technical skills, knowledge of chat platforms, and sometimes certifications in customer support or ITRequires communication skills, customer service experience, and sometimes a high school diploma or equivalent
Work EnvironmentRemote, often AI-driven or chatbot-based interactionsIn-office or remote, handling inbound calls, emails, or live chats
Industry UsageUsed across tech, retail, banking, and telecom sectors for automated or semi-automated supportCommon in retail, telecom, healthcare, and financial services for direct customer interaction

The main difference is that Virtual Agents are often AI-powered or automated tools designed to handle customer inquiries, while Customer Service Representatives are human agents providing direct support. Virtual Agents focus on automation and efficiency, whereas Customer Service Representatives offer personalized assistance.

How to become a virtual agent?

To become a virtual agent, candidates typically need strong communication skills, proficiency with customer service software, and the ability to work independently. Relevant experience in customer support or technical troubleshooting can be beneficial, and some roles may require specific certifications or training in the company's tools or platforms.

What are the most commonly searched types of Agent jobs in Washington?

The most popular types of Agent jobs in Washington are:

What are popular job titles related to Virtual Agent jobs in Washington?

For Virtual Agent jobs in Washington, the most frequently searched job titles are:

What job categories do people searching Virtual Agent jobs in Washington look for?

The top searched job categories for Virtual Agent jobs in Washington are:

What cities in Washington are hiring for Virtual Agent jobs?

Cities in Washington with the most Virtual Agent job openings:

Virtual Agent jobs near you
Infographic showing various Virtual Agent job openings in Washington as of August 2026, with employment types broken down into 84% Full Time, 7% Part Time, 2% Temporary, and 7% Contract. Highlights an 36% Physical, 2% Hybrid, and 62% Remote job distribution, with an average salary of $81,822 per year, or $39.3 per hour.

ServiceNow Customer Service Management (CSM) Developer (373)

iTech AG

Arlington, VA • Remote

$62.25 - $85.50/hr

Full-time

Re-posted 14 days ago

Job description

OVERVIEW

iTech AG is seeking a ServiceNow Customer Service Management (CSM) Developer to support the design, configuration, development, and enhancement of enterprise customer service and case management solutions on the ServiceNow platform. The ideal candidate will have experience implementing scalable workflows, omnichannel customer engagement solutions, AI-powered service capabilities, and modern digital experiences using ServiceNow CSM and related platform technologies.

This role will work closely with business stakeholders, architects, product owners, Agile teams, and customer experience leaders to modernize customer operations, automate workflows, improve agent productivity, and enhance customer self-service experiences.

ROLES AND RESPONSIBILITIES

  • Design, configure, develop, and support ServiceNow CSM applications and workflows
  • Implement and enhance Case Management, Customer Service Portals, Knowledge Management, Agent Workspace, omnichannel engagement capabilities, and Virtual Agent experiences
  • Develop scalable workflows using Flow Designer, IntegrationHub, Business Rules, Script Includes, Client Scripts, UI Policies, UI Builder, and Service Portal
  • Configure and support customer self-service and AI-assisted support experiences
  • Build and enhance AI Agents, Virtual Agents, and automated conversational workflows within ServiceNow
  • Support implementation and configuration of Now Assist for CSM capabilities
  • Integrate ServiceNow with external enterprise systems, APIs, CRM platforms, telephony solutions, and Contact Center as a Service (CCaaS) platforms
  • Collaborate with UX, business analysts, and stakeholders to translate requirements into scalable technical solutions
  • Participate in Agile ceremonies including sprint planning, backlog grooming, demos, and retrospectives
  • Support testing, deployments, upgrades, and production releases
  • Troubleshoot platform defects, workflow issues, and performance bottlenecks
  • Develop technical documentation, implementation guides, and knowledge transfer materials
  • Follow ServiceNow development standards, governance processes, and security best practices
  • Other duties as assigned

MINIMUM QUALIFICATIONS

  • 3+ years of ServiceNow development experience
  • Experience implementing or supporting ServiceNow Customer Service Management (CSM)
  • Strong understanding of ServiceNow platform architecture and development
  • Experience with JavaScript, Flow Designer, IntegrationHub, REST/SOAP APIs, UI Builder or Service Portal, and Agent Workspace
  • Experience developing Business Rules, Script Includes, Client Scripts, UI Policies, workflows and flows, and ACLs
  • Experience working in Agile/SAFe delivery environments
  • Strong analytical, troubleshooting, and communication skills
  • Ability to work collaboratively with technical and non-technical stakeholders

EDUCATION AND CERTIFICATIONS

  • ServiceNow Certified System Administrator (CSA)
  • ServiceNow Certified Application Developer (CAD)
  • ServiceNow Certified Implementation Specialist – Customer Service Management (CIS-CSM) 

PREFERRED QUALIFICATIONS

  • Bachelor’s degree in Information Technology, Computer Science, Engineering, Business, or related field
  • Experience with ServiceNow Now Assist for CSM and generative AI capabilities
  • Experience building AI Agents, Virtual Agents, or conversational AI workflows within ServiceNow
  • Familiarity with AI Search, Predictive Intelligence, Agent Assist, knowledge recommendations, conversational AI, and workflow automation using AI capabilities
  • Experience integrating ServiceNow with Contact Center as a Service (CCaaS) or telephony platforms such as Amazon Connect, Genesys, Five9, NICE, or Cisco Contact Center
  • Experience supporting omnichannel customer engagement and customer experience (CX) modernization initiatives
  • Experience designing customer self-service and AI-assisted support experiences
  • Familiarity with knowledge management and AI grounding best practices
  • Experience with Field Service Management (FSM), ITSM, HRSD, or Integrated Risk Management (IRM) modules
  • Experience supporting enterprise-scale ServiceNow implementations in federal or highly regulated environments
  • Exposure to Agile, DevSecOps, and human-centered design practices

SECURITY CLEARANCE

  • Ability to obtain and maintain a Public Trust
  • Pursuant to government contracts, US Citizenship is required

iTech AG is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, disability, protected veteran status, or any other characteristics protected by applicable federal, state, or local laws.

iTech AG is committed to working with and providing reasonable accommodations to individuals with disabilities. Individuals with a disability who would like to request an accommodation for any part of our employment process should email their request to reasonableaccommodations@itechag.com. Please address the subject line as Accommodation Request and include your name, contact information, and a description of your accommodation request.

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