Senior Application Support Analyst – Contact Center Technologies
RBC•Toronto, ON
•Onsite
About The Position
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.
Requirements
- 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 Haves
- 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)
Responsibilities
- 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
- 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
- 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
- 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
- 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
Benefits
- bonuses
- flexible benefits
- competitive compensation
- commissions
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
