Senior Technical Systems Analyst
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 application
- Evaluate, analyze and research business and system needs, exploring options to recommend technology solutions that enhance the IVR system
- Manage hardware and software technology currency compliance, ensure security obligations to safeguard client's data and optimize the performance of the system
- Provide 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 future
- Increase monitoring coverage to gain more insight into applications and system health
- Maintain end-to-end CI / CD pipeline
- This 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 systems
- 5+ 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 / AWS
- Hands-on experience working in a team setting to deliver and maintain medium to high complexity systems
- Familiar with ET SRE technology stack of application monitoring and alerting such as Dynatrace, Moogsoft, PagerDuty
- Knowledge of DevOps discipline and best practices; including experience with SCM and DevOps tools: GitHub, Jenkins, Helios, UrbanCode Deploy
- Experienced with agile best practice and methodologies
Nice-to-have:
- Innovative mindset, willing to look outside our industry to discover and act on new ideas
- Experience in NLU flow development with Dialogflow, Amazon Lex as an example
- General 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 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
- Flexible work/life balance options
- Opportunities 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
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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.
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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