Job Description
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
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