Software Engineer

About The Company

VLink Inc., established in 2006, is a prominent global provider of innovative software engineering services, leveraging next-generation technologies and top-tier talent. Headquartered in the United States, VLink has expanded its footprint with offices across more than seven countries, including North America, Europe, and the Asia-Pacific region, with ongoing plans to establish a presence in the Middle East. With a dedicated team of over 1,000 professionals worldwide, VLink has successfully partnered with small and medium-sized businesses as well as Fortune 250 enterprises to help them achieve their strategic objectives. The company is recognized as a Great Place to Work® CertifiedTM and has received numerous accolades for its workplace culture, including consistent rankings among the Best Places to Work in Connecticut. VLink's core values—trust, collaboration, and accountability—are embedded in its work environment, fostering a culture of excellence and continuous growth. The organization is committed to providing comprehensive benefits and opportunities for professional development to its employees, emphasizing a supportive and inclusive workplace culture.

About The Role

The Senior Software Engineer – Cisco IVR / Virtual Agent role at VLink Inc. is a critical position focused on designing, developing, and maintaining advanced voice application architectures within the Cisco Unified Contact Center platform. The ideal candidate will possess extensive experience in IVR application development, particularly with Cisco CVP Call Studio, and demonstrate a deep understanding of voice interaction technologies such as VoiceXML, ASR, TTS, and conversational AI. This role involves collaborating with cross-functional teams—including business analysts, voice engineers, and UX designers—to translate complex business requirements into intuitive voice user interfaces. The Senior Software Engineer will also be responsible for ensuring the stability, scalability, and security of voice applications, troubleshooting technical issues, and optimizing system performance. Additionally, this position offers opportunities to mentor junior team members, participate in deployment activities, and contribute to continuous improvement initiatives. The role is remote, based in India, and involves a commitment to delivering high-quality voice solutions that enhance customer engagement and operational efficiency.

Qualifications

The successful candidate will possess a bachelor's degree in Computer Science, Management Information Systems, or a related field. They should have at least five years of experience working with Cisco UCCE platforms and IVR application development, including hands-on experience with Cisco CVP Call Studio, Java, VoiceXML, ASR, TTS, and related technologies. Proficiency in Java 1.7+ and frameworks such as Eclipse, Tomcat, Spring MVC, J2EE, SOAP, and REST APIs is essential. Candidates should have a solid understanding of backend integrations with databases and web services, along with experience supporting QA activities and release management for voice applications. Experience in designing and tuning speech recognition solutions, particularly with Nuance, is highly desirable. Additionally, familiarity with CI/CD pipelines, deployment tools like Octopus and GitHub Actions, and technical documentation tools such as Visio and MS Project will be advantageous. Strong analytical, problem-solving, and communication skills are vital to succeed in this role.

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.
  
  

Benefits

VLink Inc. offers a comprehensive benefits package designed to support the well-being and professional growth of its employees. This includes competitive salary packages based on experience and expertise, flexible remote working arrangements, and opportunities for career advancement within a dynamic global organization. Employees have access to health insurance plans, paid time off, and professional development programs, including training and certification opportunities. The company fosters a collaborative and inclusive work environment, encouraging innovation, continuous learning, and work-life balance. Additionally, VLink provides