Production Support Engineer - React, IVR Tools

Production Support Engineer – React, IVR Tools

Position Description
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.

Your future duties and responsibilities
.    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.

Required qualifications to be successful in this role
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 Kore.ai, 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: Bachelor's 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 $80,600.00 $218,200.00.

CGI's 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

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.

Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status or responsibilities, reproductive health decisions, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics to the extent required by applicable federal, state, and/or local laws where we do business.

CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at View email address on clients.njoyn.com . You will need to reference the Position ID of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a Position ID will not be returned.

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All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held. Dependent upon role and/or federal government security clearance requirements, and in accordance with applicable laws, some background investigations may include a credit check. CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances.

CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI’s legal duty to furnish information.