OverviewAt Perficient you'll deliver mission-critical technology and business solutions to Fortune 500 companies and some of the most recognized brands on the planet. And you'll do it with cutting-edge technologies, thanks to our close partnerships with the world's biggest vendors. Our network of offices across North America, as well as locations in India and China, will give you the opportunity to spread your wings, too. We're proud to be publicly recognized as a "Top Workplace" year after year. This is due, in no small part, to our entrepreneurial attitude and collaborative spirit that sets us apart and keeps our colleagues impassioned, driven, and fulfilled. Perficient currently has a remote career opportunity for a Lead Software Product Engineer residing anywhere with in North America. We are seeking a Lead Software Product Engineer to work with our enterprise level clients providing ongoing technical support services and management on bleeding edge cloud contact center solutions. As a significant contributor within our Managed Services Practice , you will lead our MS engineering team through best practices, complex technical concepts, and advanced troubleshooting measures in both Twilio, and AWS Serverless concepts and services.You will work with a variety of client s being tasked with deep investigation of highly complex platform related issues, isolate infrastructure issues, and apply necessary code modifications to ex tend functionality and/ or bug fix any aspect of a custom solution component.The Lead Software Product Engineer will tightly align with our d elivery t eam Solution Ar chitects , help define technical best practices, and mentor and develop the skill set of MS engineers through ongoing coaching and leadership .The ideal candidate for this position thrives off the learnings of new technologies, is highly motivated with persistence and creatively to solve deep tech nical problems with in complex environments, and loves interacting regularly with clients .This is a fast growing, excelling team with many opportunities for future growth and a chance to be an initial leader with in the Managed Services P ractice.Responsibilities Solve interesting problems! Troubleshoot and remediate complex technical issues identified within the solution such as integration issues between contact center platforms and customers external systems , edge-case defects or high load scenarios Monitor and m aintain system efficiencies and performance through internal logging and health monitoring tools Address trouble tickets reported by the customer while adhering to serv ice level agreements Make necessary modifications within Twilio, AWS , MS Azure, and/or Google Cloud services as applicable Design and i mplement code changes to address identified bugs and/or optimize solution s for scalability and reliability Builds and/or customize minor features within the client environments Create and execute test plans, design changes, scripts, automated or manual deployments, roll back plans and architecture work as required for regular code maintenance activity Lead deployment activities within customer environments (Dev, QA, Production, etc.) A lign with the delivery and product team s providing regular feedback on lessons learned, greater optimizations, feature improvements, project hand-off, etc. Drive new revenue based on identified pain points and areas for improvement in client systems Liaison with vendor Technical Support Teams (Twilio, AWS, Google) as required Build an active knowledge base of technical guidelines for ease of reference by c ustomers and MS engineering team Flexibility to be the on-call duty person for scheduled periods of time which include off-hour and weekend time frames. Qualifications 3+ years of experience as a support developer or applications developer Minimum 2 -year experience working within cloud technologies Minimum 2-year experience writing and editing software using JavaScript and the NodeJS framework Minimum 1-year experience using a frontend framework, React preferred Minimum 1-year experience with AWS serverless concepts and services ( Lambda , CloudFront, DynamoDB, API gateway, SQS/SNS, Lex, etc.) is preferred Familiarity with contact center systems and capabilities is desired, but not required Previous technical support experience or customer service experience is preferred Bachelor's degree in C omputer S cience or equivalent is preferred A great communicator, whether in person, on the phone, or in writing Must enjoy the challenge of technical concepts and possess the ability to communicate those concepts at varying levels Analytical problem-solving & decision making able to research, analyze, identify viable options, draw sound conclusions, present findings and make thoughtful recommendations considering overall risk and short-term and long-term impact Self-starter who takes initiative and uses perseverance and curiosity to identify a path forward when solutions are not obvious Strong sense of urgency, detail oriented with the ability to manage and prioritize work flow Team oriented, interpersonal, highly motivated, passionate and creative team-player with ability to develop and maintain collaborative relationships with all levels within and external to the organization. Good organizational and time management skills Perficient full-time employees receive complete and competitive benefits. We offer a collaborative work environment, competitive compensation, generous work/life opportunities and an outstanding benefits package that includes paid time off plus holidays. In addition, all colleagues are eligible for a number of rewards and recognition programs including billable bonus opportunities. Encouraging a healthy work/life balance and providing our colleagues great benefits are just part of what makes Perficient a great place to work.More About PerficientPerficient is the leading digital transformation consulting firm serving Global 2000 and enterprise customers throughout North America. With unparalleled information technology, management consulting and creative capabilities, Perficient and its Perficient Digital agency deliver vision, execution and value with outstanding digital experience, business optimization and industry solutions.Our work enables clients to improve productivity and competitiveness; grow and strengthen relationships with customers, suppliers and partners; and reduce costs. Perficient's professionals serve clients from a network of offices across North America and offshore locations in India and China. Traded on the Nasdaq Global Select Market, Perficient is a member of the Russell 2000 index and the S&P SmallCap 600 index.Perficient is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national, origin, disability status, protected veteran status, or any other characteristic protected by law. Disclaimer: The above statements are not intended to be a complete statement of job content, rather to act as a guide to the essential functions performed by the employee assigned to this classification. Management retains the discretion to add or change the duties of the position at any time.Select work authorization questions to ask when applicants apply Are you legally authorized to work in the United States? Will you now, or in the future, require sponsorship for employment visa status (eg H-1B visa status)?