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
RBC WATERPARK PLACE, 88 QUEENS QUAY W:TORONTO
Toronto
Canada
37.5
Full time
TECHNOLOGY AND OPERATIONS
Regular
Salaried
2026-06-05
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.
