Cloud Software Engineer Team Lead
Company: Perficient, Inc.
Location: Albuquerque
Posted on: February 25, 2021
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Job Description:
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 career opportunity
for a Lead Software Product Engineer in North America.We are
seeking a Lead Software Product Engineer to help customers of our
Managed Service Offering (MSO) for Twilio Flex and Amazon Connect
cloud contact center platforms, by investigating platform problems,
applying code changes to custom solutions, make configuration
adjustments, isolate infrastructure issues, , and resolving
technical issues. We are looking for people who are technical, love
talking to a variety of people, and work with creativity and
persistence to find solutions to technical problems.The ideal
candidate for this position is highly motivated by the experience
of helping people solve technical problems in complex code,
learning new cloud technical skills, and researching solutions
using a variety of sources to do so.At least 3 years of previous
experience with software development is required. We are willing to
train on the specific contact center technologies should you not
have used the platforms or code stacks utilized and are motivated
to learn.Responsibilities* Investigate technical incidents reported
from customers to determine root cause, remediation options, and
permanent solutions * Communicate information in a clear and
concise manner to customers * Make changes to a Twilio Flex
customer contact center configuration * Make changes to an Amazon
Connect customer contact center configuration * Make changes to AWS
services or Google Cloud services when applicable * Design and
implement code changes as needed to ensure platforms remain
operational * Track all actions performed for a customer in
appropriate change logs * Troubleshoot and solve technical problems
which can include making changes to code following development best
practices and testing techniques * Setup platform components for
customers * Continued performance health monitoring of custom
assets to identify potential problems prior to negatively impacting
solution performance * Document technical and non-technical
information and instructions for customers or internal use *
Flexibility to be the on-call duty person for scheduled periods of
time which include off-hour and weekend time frames. Responsible
for responding within one hour for only high priority incidents
that occur in that duty period. * Liaison with Twilio and AWS
Development and Technical Support Teams as required * Provide
technical assistance and support to other departments and
Management teams as required * Create and execute test plans,
design changes, scripts, automated or manual deployments, roll back
plans and architecture work as required for regular code
maintenance * Address issues timely and in accordance with customer
expectations adhering to defined service level agreements *
Participate in project and team meetings; interact and collaborate
with team members as required * Prioritize numerous issues of
varying severity and effectively manage the resolution of all
issues within accepted service levels * Update trouble tickets in
real time with detailed notes Qualifications* 5+ years of
experience as a support developer or application developer * 2+
years of experience in cloud technologies * Bachelor's degree in
computer science or equivalent * Experience in React, JavaScript,
and/or node.js is desired * Experience with git source control and
automated deployment platforms (Azure DevOps, Jenkins, etc.) *
Experience with AWS (serverless, lambda, CloudFront, DynamoDB, API
Gateway, Lex, CloudFormation, etc.) preferred * A great
communicator, whether in person, on the phone, or in writing *
Motivated by the opportunity to help people solve problems *
Interested in spending most of your day investigating technical
issues and helping customers troubleshoot fully customized contact
center solutions * A quick and self-directed learner, excited about
learning new things and technology * Persistent and creative at
finding solutions on your own; someone who can break down a
technical problem and deduce root cause; efficiently uses online
help, Google searches, and trial and error to figure out a problem
you haven't encountered before * Organized and reliable at
completing assigned tasks on time * Familiarity with contact center
systems and capabilities is desired, but not required * 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 * Must enjoy the challenge of
technical concepts and possess the ability to communicate those
concepts at varying levels * 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. * Strong sense of urgency,
detail oriented with the ability to manage and prioritize work flow
* Previous technical support experience or customer service
experience is preferred * Good organizational and time management
skills * Proactive with the ability to meet tight deadlines and
operate in a fast-paced environment * Knowledge of customer service
principles and practices . 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.OptionsApply for this job
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Keywords: Perficient, Inc., Albuquerque , Cloud Software Engineer Team Lead, IT / Software / Systems , Albuquerque, New Mexico
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