Job Summary

Job Description

What is the opportunity?

Voice Assistant IVR allows clients to have natural human-like conversations, to ask for information related to their financial products, conduct self-service transactions or route to a live advisor, which is critical to Advice Centre operations, serving as the \"front door\" to RBC, receiving and routing 60 million client calls per year.

As a Senior Analyst in the Contact Centre Technology - Client Engagement Development and Operations team, you will be part of a dynamic and innovative settings that play a key role in the overall development, implementation, management and support of an AI powered Natural Language Understanding (NLU) Conversational IVR.

What will you do?

Provide consultation and solutions to IT partners for application development including design, testing, walkthroughs, monitoring and problem resolution to assist with the overall success of the applicationEvaluate, analyze and research business and system needs, exploring options to recommend technology solutions that enhance the IVR systemManage hardware and software technology currency compliance, ensure security obligations to safeguard client’s data and optimize the performance of the systemProvide day-today support to stakeholders and evaluate continuously – what was successful and what not, what can be done to improve and prevent issues in the futureIncrease monitoring coverage to gain more insight into applications and system healthMaintain end-to-end CI / CD pipelineThis position may be required to join after-hour support on a rotation basis and occasionally handle after-hour work  for project implementation and / or post-implementation verification

What do you need to succeed?

 Must have:

5+ years of experience contributing to the architecture, design pattern, performance, reliability, resiliency, security and scalability of new and existing systems5+ years of experience with RBC infrastructure such as O/S - RedHat Linux, Cloud Environment – OCP, OpenShift, Database - SQL and Oracle, Bash / Unix Shell Scripts with Ansible and public Cloud – Azure / AWSHands-on experience working in a team setting to deliver and maintain medium to high complexity systemsFamiliar with ET SRE technology stack of application monitoring and alerting such as Dynatrace, Moogsoft, PagerDutyKnowledge of DevOps discipline and best practices; including experience with SCM and DevOps tools: GitHub, Jenkins, Helios, UrbanCode DeployExperienced with agile best practice and methodologies

Nice-to-have: 

Innovative mindset, willing to look outside our industry to discover and act on new ideasExperience in NLU flow development with Dialogflow, Amazon Lex as an exampleGeneral awareness of how CTI works (Telecom, SBC, Genesys) in Contact Centre environment individually and as a whole

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 applicableLeaders who support your development through coaching and managing opportunitiesAbility to make a difference and lasting impactWork in a dynamic, collaborative, progressive, and high-performing teamFlexible work/life balance optionsOpportunities to take on progressively greater accountabilities           

#LI-HYBRID
#LI-POST
#TechPJ

Job Skills

API Calls, Business Continuity and Disaster Recovery (BCDR), Customer Service, Decision Making, Dynatrace APM, ElasticSearch, Genesys SIP Server, Grafana, Group Problem Solving, Interpersonal Relationships, IT Networking, IT Systems Management, Linux Command, Linux Environments, Linux Shell Scripting, Oracle Database, PagerDuty, Postman (Software), Red Hat OpenShift, ServiceNow Platform, Service Request Management, Structured Query Language (SQL)

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:

2025-02-14

Application Deadline:

2025-03-21

Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above

Inclusion and Equal Opportunity Employment

At RBC, we embrace diversity and inclusion for innovation and growth. We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work. We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients and communities.
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We also strive to provide an accessible candidate experience for our prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process.

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Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well-being of our clients and communities at jobs.rbc.com.