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Sr. Technical Analyst (Cisco Collaboration)

Job Functions:
Software Engineering, IT, Data Science
Employment Types:
Toronto, ON, Canada
USD per year
Posted on:

Come Work with Us!

At RBC, our culture is deeply supportive and rich in opportunity and reward. You will help our clients thrive and our communities prosper, empowered by a spirit of shared purpose.

Whether you’re helping clients find new opportunities, developing new technology, or providing expert advice to internal partners, you will be doing work that matters in the world, in an environment built on teamwork, service, responsibility, diversity, and integrity.

Job Title

Sr. Technical Analyst (Cisco Collaboration)

Job Description

• Provide Subject Matter Expertise (SME) for problem resolution relating to complex technical issues or problems raised to support team from L0 and L1 support.

• Create and analyze reporting results/dashboard and identify issues, trends and communicate to Management

• To define/transform/streamline/integrate/document/validate/implement existing/new BAU provisioning processes pertaining to webex and collaboration services globally.

• Monitoring, Inbound calls, e-mail or tickets while providing the highest possible level of production support and service to clients.

• Manage escalation orders and multiple complex service initiatives in support of our Business Partners while ensuring deadlines are met.

• Scan and Remediate all TSS non-compliant issues.

• Perform infrastructure and application testing and document results

• Contributes to successful project completion by identifying risks, developing, recommending mitigation strategies.

• Accountability to facilitate/support the introduction of new and enhanced voice and collaboration services in accordance with Service Transition best practices.

• Provide Level 2 global support for telephony and collaboration services.

• To define/transform/streamline/integrate/document/validate/implement existing/new BAU provisioning processes pertaining to voice and collaboration services globally.

Must haves:

• Minimum 3 - 5 years of related experience.

• Hands on webex, webex meetings, video conferencing

• Voice network knowledge essential

• Intermediate knowledge of MS Teams, Zoom, VBrick, and Slack.

• Knowledge of SIP Trunking technologies

• Knowledge of Cisco Call Manager (CUCM) and supporting applications

• Working knowledge using Wireshark, and other packet analysis tools

• Industry and/or vendor certifications applicable to the application e.g. Voice or Network Training and certifications

** We are open for remote work, Hybrid model as well

Job Summary

Provide subject matter expertise necessary for the successful implementation, maintenance and support of all Collaboration Platforms - Webex Teams Chat, Meetings, Events, Softphone Services, Webex and Video conference across the enterprise and all lines of business.


TORONTO, Ontario, Canada





Work hours/week:


Employment Type:

Full time


Technology and Operations

Job Type:


Pay Type:


Posted Date:


Application Deadline:


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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