Senior Application Support Analyst – Contact Center Technologies

Job Description

WHAT IS THE OPPORTUNITY

The Senior Application Support Analyst provides advanced technical support across RBC's hybrid contact center technology stack, ensuring optimal performance and reliability of critical customer-facing systems. This role serves as a technical subject matter expert, managing complex troubleshooting, system administration, and strategic technology initiatives.

WHAT WILL YOU DO

Technical Support & Troubleshooting

• Provide tier-2/tier-3 technical support for contact center applications including Genesys Framework, Alvaria Dialer, CXP IVR system, agent desktops, and reporting platforms

• Diagnose and resolve complex system issues; manage escalation workflows with vendors and internal teams

• Manage support tickets, prioritize by business impact, and meet agreed SLAs

• Perform root cause analysis and implement permanent solutions

System Administration & Maintenance

• Monitor system health, performance metrics, availability, and alert thresholds including on call Pager

• Execute patches, updates, and maintenance activities with minimal disruption to operations including vulnerability Management

• Manage user provisioning, access controls, and system security configurations

• Maintain detailed documentation, runbooks, and disaster recovery procedures

Knowledge Management & Team Leadership

• Develop and maintain technical documentation and troubleshooting guides

• Train and mentor junior support analysts on complex technical concepts

• Build and curate knowledge base content for common issues and best practices

• Lead technical workshops and knowledge transfer sessions

Vendor & Stakeholder Management

• Serve as primary liaison with contact center technology vendors (Alvaria, Genesys, Pindrop, etc.)

• Manage support tickets with vendors; escalate critical issues and negotiate resolutions

• Coordinate system upgrades, testing, and implementation planning

• Communicate technical status to business stakeholders and leadership

Continuous Improvement

• Identify system performance gaps and recommend optimization opportunities

• Contribute to technology roadmap planning and tool evaluation

• Participate in incident post-mortems and process improvement initiatives

• Automate routine tasks to improve team efficiency

WHAT DO YOU NEED TO SUCCEED

Must have:

• 5+ years in application or technical support roles, preferably in hybrid contact center environments

• 3+ years of hands-on experience supporting contact center technology platforms (Alvaria, Genesys, or equivalent)

• Strong understanding of contact center operations, call routing, IVR, and workforce management concepts

• Experience supporting multiple technology platforms simultaneously

Nice to have:

• RBC-specific systems or infrastructure experience

• Certifications in contact center technologies (Alvaria, Genesys certified)

• Knowledge of ITIL Foundation

• Project management experience

• Experience with Agile/Scrum methodologies

• Knowledge of banking or financial services contact center operations

• Proficiency with Windows and/or Linux server environments

• Experience with database systems and ability to write basic SQL queries

• Strong network and telephony troubleshooting capabilities

• Proficiency with ticketing/ITSM systems (ServiceNow, Jira, etc.)

• Experience with system monitoring and alerting tools

• Basic scripting or automation experience (PowerShell, Python, or similar)

What's in it for you?

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

• A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable

• Leaders who support your development through coaching and managing opportunities

• Ability to make a difference and lasting impact

• Work in a dynamic, collaborative, progressive, and high-performing team

• A world-class training program in financial services

• Flexible work/life balance options

• Opportunities to do challenging work

Job Skills

Computer Operations, Customer Service, Enterprise Application Delivery, Group Problem Solving, Information Technology (IT) Infrastructure, Interpersonal Relationships, Standard Operating Procedure (SOP), System and Console Operations, System Applications, Systems Software

Additional Job Details

Address:

RBC WATERPARK PLACE, 88 QUEENS QUAY W:TORONTO

City:

Toronto

Country:

Canada

Work hours/week:

37.5

Employment Type:

Full time

Platform:

TECHNOLOGY AND OPERATIONS

Job Type:

Regular

Pay Type:

Salaried

Posted Date:

2026-06-05

Application Deadline:

2026-06-30

Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above

Our Employment Opportunities

At RBC, we are guided by living shared values of Client First, Integrity, Collaboration, Respect and Excellence and winning together as One RBC. We believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.

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RBC is presently inviting candidates to apply for this existing vacancy. Applying to this posting allows you to express your interest in this current career opportunity at RBC. Qualified applicants may be contacted to review their resume in more detail.