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 & TroubleshootingProvide 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