Senior Software Developer

Job Description

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 ~47 million client calls per year.

As a Senior Software Developer 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?

• Collaborate within an Agile product team composed of technical, product and business team members to deliver exceptional product for the NLU IVR solution

• Develop high-quality and testable code - NLU and middle tier development with an emphasize on design for scalability, performance and reliability

• Work with solution architects to drive the system architecture, and spearhead the best practices to bring conversational AI techniques into complex enterprise environments

• Evaluate, analyze and research business and system needs, exploring options to recommend technology solutions that enhance the IVR system

• Ensuring the operating efficiency of existing application systems. Maintaining records for the documentation of systems development and revisions.

• Implement & support end-to-end CI / CD pipeline

• Drive automation of monitoring to gain more insight into applications and system health

• Provide day-to-day support on IVR to stakeholders and coordinate maintenance activities on lab and production environments to be compliant with enterprise hardware, software and security standards and processes

What do you need to succeed?

Must-have

• 6+ years of programming experience with , JavaScript and TypeScript

• 2+ years of experience contributing to the architecture, design pattern, performance, reliability, resiliency and scalability of new and existing systems

• Hands-on experience with Cloud Environment – AWS, OpenShift, Database - SQL, PostgreSQL and MongoDB

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

• Experienced with agile best practice and methodologies

Nice-to-have

• Innovative mindset, actively seek out knowledge about new technologies outside our industry and how they can be used to solve current and foreseeable challenges

• Experience in NLU flow development with Dialogflow, Amazon Lex as an example

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

• General awareness of how each component (Telecom, SBC, Genesys) in Contact Centre environment works 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

• A world-class training program in financial services

• Flexible work/life balance options

• Opportunities to do challenging work

Job Skills

Active Learning, Agile Methodology, Application Development, Application Integrations, Application Maintenance, Design, Detail-Oriented, DevOps, End-to-End Testing, Enterprise Application Delivery, GitHub, Group Problem Solving, Programming Languages, Software Development Life Cycle (SDLC)

Additional Job Details

Address:

RBC WATERPARK PLACE, 88 QUEENS QUAY W:TORONTO

City:

Toronto

Country:

Canada

Work hours/week:

Employment Type:

Full time

Platform:

TECHNOLOGY AND OPERATIONS

Job Type:

Regular

Pay Type:

Salaried

Posted Date:

Application Deadline:

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.

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