Verified Job
IT / Software / Data Analyst
Senior Application Support Analyst – Contact Center Technologies
IT / Software / Data Analyst
#33462
Remote / WFH
Royal Bank of Canada
Job Description
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,
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,
