What is the opportunity
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