Contact Centre Technical Specialist
Toronto, Ontario, Canada
7d ago

What is the opportunity?

The purpose of this position is to design and develop contact centre related solutions using existing or new technologies including development of interaction routing (voice / chat / video routing) strategies to meet business and technical requirements.

You will ensure that adequate unit and system integration testing is performed, solutions are effectively migrated to production, and transitioned to Day 2 staff complete with knowledge transfer and operational documentation.

You will also research industry trends and contribute to the development of technology roadmaps.

What will you do?

  • Contribute to overall design, development, configuration, and integration of new or existing technologies such as Genesys, Nuance, and Vidyo.
  • Create and maintain all design specifications, user system configuration, and operation manuals.

  • Consult and guide during business and technical requirements. Identify and effectively communicate design options including pros and cons of each option, cost and work effort estimate for consideration and decision.
  • Ensure all technical solutions are thoroughly tested prior to implementation, thereby minimizing or eliminating any service interruptions.
  • Participate in unit testing and system integration testing.

    Guide and support Testing teams during user and business acceptance testing

  • Adhere to Agile or Iterative Waterfall methodologies for project delivery.
  • Adhere to Change Management and Problem Management processes.

  • Provide 3rd level support for production problem resolution and root cause determination.
  • Provide after hours support on a rotational basis.

  • Mentor and guide junior technical resources including co-op students.
  • What do you need to succeed?


  • Undergraduate degree in Computer Science, Engineering, or equivalent
  • 5+ years technical experience in contact centre design, development, and integration
  • 2+ years technical experience in design, development, of routing strategies in Genesys
  • Technical knowledge of the Genesys platform and its integration to adjunct contact centre systems
  • Nice-to-have

  • Genesys Certified Professional
  • Toll-free network call routing
  • Genesys GVP IVR development experience
  • Genesys Routing development experience using Composer
  • 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
  • Opportunities to building close relationships with clients
  • Access to a variety of job opportunities across business and geographies
  • Learn more about RBC Tech Jobs

    About RBC

    Royal Bank of Canada is Canada’s largest bank, and one of the largest banks in the world, based on market capitalization.

    We are one of North America’s leading diversified financial services companies, and provide personal and commercial banking, wealth management, insurance, investor services and capital markets products and services on a global basis.

    We have over 80,000 full- and part-time employees who serve more than 16 million personal, business, public sector and institutional clients through offices in Canada, the U.S.

    and 37 other countries. For more information, please visit

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    Inclusion and Equal Opportunity Employment

    RBC is an equal opportunity employer committed to diversity and inclusion.

    We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans status, Aboriginal / Native American status or any other legally-protected factors.

    Disability-related accommodations during the application process are available upon request.

    City : Toronto

    Address : 88 Queens Quay W

    Work Hours / Week : 37.5

    Work Environment : Office

    Employment Type : Permanent

    Career Level : Experienced Hire / Professional

    Pay Type : Salary + Variable Bonus

    Required Travel(%) : 0

    Exempt / Non-Exempt : N / A

    People Manager : No

    Application Deadline : 10 / 28 / 2018

    Ad Code(s) :

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