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 Infrastructure Support 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?

• Code development and maintenance for API(s) modernization, onboarding new APIs, troubleshooting issue with API(s) with backend.

• 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 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

• 3+ years of experience in microservice development and API gateway, knowledge of typescript, node.js and express.js, OpenShift deployment platform and Docker & Kubernetes. Knowledge of SQL Oracle Database and Postgres SQL.

• Hands-on experience working in a team setting to deliver and maintain medium to high complexity systems. Experienced with agile best practice and methodologies

• Familiar with ET SRE technology stack of application monitoring and alerting such as Dynatrace, Moogsoft, and PagerDuty

• Knowledge of DevOps discipline and best practices; including experience with SCM and DevOps tools: GitHub, Ansible, Helios, UrbanCode Deploy

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

Job Skills

Application Development, Application Programming Interface (API), Back-End Development, Business Continuity and Disaster Recovery (BCDR), Code Development, Decision Making, Design, End-to-End Testing, Group Problem Solving, Hardware Infrastructure, Interpersonal Relationships, IT Systems Management, Long Term Planning, Problem Resolution, Production Support, Project Implementations, Service Request Management, Troubleshooting

Additional Job Details

RBC WATERPARK PLACE, 88 QUEENS QUAY W:TORONTOTorontoCanada37.5Full timeTECHNOLOGY AND OPERATIONSRegularSalaried2025-12-182026-01-31

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 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, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.

RBC is presently inviting candidates to apply for this existing vacancy. Applying to this posting allows you to express your interest in this current career opportunity at RBC. Qualified applicants may be contacted to review their resume in more detail.