Senior Software Engineer – Cisco IVR/Virtual Agent

Title: Senior Software Engineer – Cisco IVR / Virtual Agent

Location: India - Remote

Duration: 12+ Months and renewable

Rate: DOE

About:

VLink, founded in 2006, is a leading global provider of software engineering services with next-gen technologies and best-in-class talent. Our Headquarters are in the U.S, and we have offices in 7+ countries from North America-Europe to APAC, with expansion plans in the Middle East. With over 1,000 employees working globally, VLink has helped SMBs, and large enterprises achieve their business goals, and gained the trust of Fortune-250 companies. VLink is 'Great Place to Work® CertifiedTM' and has been a consistent winner as- Best Places to Work in CT. Trust, collaboration, and accountability are the three elements that are at the core of VLink's work culture. We value our professionals, providing comprehensive benefits and the opportunity for growth.

Key Responsibilities:

• Design, develop, and maintain complex, scalable, and resilient voice application architectures using Cisco CVP Call Studio.
• Build and maintain enterprise-level VoiceXML (VXML) and call-control applications within the Cisco Unified Communications environment.
• Architect and develop custom Java VoiceXML elements, hotlink components, and backend integration layers.
• Design and implement REST/SOAP web service integrations connecting IVR applications with CRM, databases, core banking, and other enterprise systems.
• Develop high-performance Java code for custom CVP elements, decision modifiers, event handling, and application logic.
• Develop, enhance, and optimize VoiceXML applications to support reliable and efficient customer interactions.
• Develop efficient SQL queries for integration with relational databases and backend systems.
• Implement ASR, TTS, conversational AI, and NLP integrations to enhance IVR and voice application capabilities.
• Manage application deployments across CVP VXML Servers, including subdialog configuration and media server setup.
• Build and maintain CI/CD and automated deployment pipelines for Java code and Call Studio projects.
• Troubleshoot complex call-routing issues, voice drops, application failures, and crashes by analyzing CVP VXML Server logs and application traces.
• Optimize Java code and database queries to maintain low latency and prevent call delays.
• Conduct code reviews and call-flow reviews to ensure adherence to Cisco best practices, security standards, and coding guidelines.
• Provide technical guidance and mentorship to junior and mid-level contact center developers working with Java and Cisco Unified Contact Center technologies.
• Collaborate with Business Analysts, Voice Engineers, and UX Designers to translate business requirements into intuitive and effective Voice User Interfaces (VUIs).
• Participate in off-hours production code migrations and deployments as required.

Basic Qualifications:

• Bachelor’s degree in Computer Science, Management Information Systems, or a related field.
• 5+ years of experience with Cisco UCCE platforms.
• 5+ years of IVR application development and production support using Cisco CVP/Voice, VXML, ASR, TTS, and Cisco Call Studio 10.5+.
• 5+ years of experience with CVP Call Studio, Java, and backend integrations with databases and web services.
• 5+ years of experience with Java 1.7+, Eclipse, Tomcat, Spring MVC, J2EE, SOAP, and REST APIs.
• 5+ years of experience supporting QA activities and Release Management for voice/IVR applications.
• 3+ years of experience designing and developing Advanced Speech Recognition solutions, preferably with Nuance.
• 3+ years of experience in speech tuning, grammar analysis, and grammar development.
• Experience designing Voice User Interfaces (VUI) with a strong understanding of caller usability and voice interaction flows.
• Hands-on experience with CI/CD pipelines and deployment tooling, including Octopus and GitHub Actions.
• Experience with unit testing and performance testing for voice/IVR applications.
• Experience using Visio, MS Project, and Microsoft Office applications for technical documentation, planning, and project coordination.
• Familiarity with Cisco third-party contact center products, such as Nuance, Finesse, Verint, or similar platforms.

Other Skills:

• Experienced working in Agile development environments, collaborating effectively with cross-functional teams.
• Strong ability to analyze complex business problems, identify root causes, and propose practical and effective solutions aligned with business vision and strategic direction.
• Excellent oral and written communication skills, with the ability to communicate effectively with management, team members, business stakeholders, and technology professionals.
• Proven ability to work effectively in fast-paced environments, manage competing priorities, and meet deadlines.
• Strong team player with a collaborative approach to achieving shared goals.
• Demonstrates a positive attitude, adaptability, accountability, and willingness to take on new challenges.

Employment Practices:

VLink is an equal opportunity employer committed to fostering an inclusive environment where diversity is celebrated. All qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Employment is contingent upon successful completion of a background check.

This job application process may use AI-powered tools to assist in screening and evaluating applications based on objective, job-related qualifications. AI is used solely to support the recruitment process and all final hiring decisions are made exclusively by our human recruitment team.

Applicant information will be handled in accordance with VLink's privacy policy.