Production Support Engineer – React, IVR Tools

We CGI is seeking an experienced Production Support / Application Support Engineer to provide L2/L3 production support for enterprise applications built using React Java/Spring Boot Python APIs and microservices.
The ideal candidate will have strong troubleshooting skills across application database caching integration and cloud environments along with hands-on experience supporting IVR/contact-center technologies such as Amazon Connect Sierra and KoreAI.

This role will be responsible for maintaining application stability troubleshooting production incidents monitoring system performance supporting releases conducting root cause analysis and implementing preventive measures. The position will also leverage Generative AI prompt engineering Retrieval-Augmented Generation (RAG) and AI-assisted tools to improve incident management troubleshooting documentation and knowledge sharing.

This is a Full-Time On-Site employment opportunity located in Lafayette LA or Bloomfield CT in a Hybrid Model.

.Provide L2/L3 production support for enterprise applications developed using React Python APIs microservices MongoDB Redis and AWS services.
.Support the application developed in React UI Java/Spring Boot backend service integration database cache and application performance issues.
.Support MongoDB operations including connectivity data validation query optimization indexing and performance troubleshooting.
.Monitor and resolve Redis Cache issues related to availability memory utilization key expiration data synchronization and application connectivity.
.Support AWS hosted applications and deployments involving Amazon S3 CloudFront React UI components and related cloud services.
.Use Dynatrace and Splunk for log analysis distributed tracing alert investigation performance monitoring dashboarding and production diagnostics.
.Manage production incidents by performing impact assessment participating in incident bridges coordinating resolution completing root cause analysis and implementing preventive actions.
.Build automation for application health checks log analysis alert enrichment operational reporting and repetitive support activities.
.Apply Generative AI prompt engineering RAG and AI assisted tools to accelerate incident analysis generate incident summaries support troubleshooting and improve knowledge management.
.Support application releases by completing readiness checks validating deployments monitoring post release performance and coordinating rollback or remediation activities when required.
.Communicate incident status risks technical findings and recovery progress clearly to business stakeholders development teams infrastructure teams and leadership.
.Participate in rotational on call support and continuously improve application stability support efficiency monitoring coverage and incident prevention.

At least 6-8 years of overall IT experience including at least 4 years of L2/L3 production support for enterprise and business critical applications.

.Supporting applications developed using React Python REST APIs microservices MongoDB Redis Cache and AWS services.
.Experience with IVR Tools like Amazon Connect Sierra KoreAI
.Experience supporting migrating and operating AI enabled IVR and contact center solutions including Sierra AI for Health Services Amazon Connect Outbound Doctor Tools and related AI tools covering integrations monitoring incident resolution production stability and continuous improvement.
.Experience troubleshooting end to end production issues across the UI backend services APIs integrations databases caching layers and cloud infrastructure.
.Experience supporting Doctor Tools and clinician facing applications including application availability integrations workflow issues and production performance.
.Strong experience managing incident and change queues including ticket prioritization assignment SLA tracking technical analysis change validation stakeholder communication and timely closure.
.Experience supporting MongoDB including connectivity query performance indexing data validation and production troubleshooting.
.Practical experience using AI tools Generative AI prompt engineering and RAG for incident analysis troubleshooting operational automation incident summarization and knowledge management.
.Experience supporting AWS hosted applications involving Amazon S3 CloudFront application deployments monitoring and related AWS services.
.Strong experience using Dynatrace and Splunk for log analysis distributed tracing dashboarding alert investigation performance monitoring and root cause analysis.
.Proven experience managing major incidents incident bridges problem management root cause analysis corrective actions and preventive measures.
.Experience developing Python automation scripts for health checks log analysis alert enrichment operational reporting and repetitive support activities.
.Experience supporting production releases deployment validation post release monitoring rollback coordination runbooks SOPs and knowledge documentation.
.Ability to participate in rotational on call support and communicate effectively with business stakeholders client teams development teams infrastructure teams and leadership.

Education: Bachelors degree in computer science or related field.

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CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors not limited to skill set level experience relevant training and licensure and certifications. To support the ability to reward for merit based performance CGI typically does not hire individuals at or near the top of the range for their role. Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for this role in the U.S. is $80600.00 $218200.00.

CGIs benefits are offered to eligible professionals on their first day of employment to include:
. Competitive compensation
. Comprehensive insurance options
. Matching contributions through the 401(k) plan and the share purchase plan
. Paid time off for vacation holidays and sick time
. Paid parental leave
. Learning opportunities and tuition assistance
. Wellness and Well-being programs

• Artificial Intelligence
• Dynatrace
• Java
• Microservices
• React JavaScript
• Spring Boot
• Typescript

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