Google UJET Expert (Contract)

Job description

**About the Role:** TELUS Digital is seeking a Google UJET Expert to support our client-focused contact center initiatives. In this remote, contract-based position, you will leverage your expertise in the Google UJET CCAIP platform to perform root cause analysis, resolve technical issues, and optimize platform configurations. You will work independently as a technical leader while collaborating virtually with cross-functional teams to enhance customer experience operations, streamline integrations, and provide detailed documentation and support. **Scope of Work & Key Responsibilities:** - Perform root cause analysis and troubleshoot technical issues in the Google UJET CCAIP platform, providing and executing effective remediation via configuration changes. - Configure, maintain, and optimize key platform components including Routing & Queues (conversation profiles, handoff variables, timeouts, capacity, deflection, agent creation, error handling). - Oversee callback configuration (queue prioritization, trigger logic, expiration timers) and ensure efficient handling of customer interactions. - Lead agent setup, troubleshoot workstation/network issues, and manage carrier/uplink configurations (BYOC vs. UJET), with a strong focus on cross-region routing and latency. - Integrate and optimize Dialogflow ES & CX with CCAIP, overseeing conversation design, intent mapping, and virtual agent deployments. - Conduct log, trace, and call ID analysis across telephony, routing, and infrastructure to identify, isolate, and resolve technical root causes. - Collaborate with subject matter experts and stakeholders to align platform functionality with operational needs. - Develop and maintain up-to-date documentation and knowledge base articles related to UJET usage, troubleshooting, and best practices. - Support end users and internal teams with training on platform features and new configurations. - Analyze performance metrics and user feedback to drive continuous improvement initiatives. **Qualifications & Experience:** - Proven expertise with Google UJET CCAIP platform in a support, configuration, or technical operations role - Advanced troubleshooting and root cause analysis skills in modern contact center environments - Experience with routing logic, queue management, callback configuration, and telephony/network troubleshooting - Hands-on experience with Dialogflow (ES & CX) integration and virtual agent deployments - Strong understanding of cloud carrier/uplink scenarios and regional routing/latency optimization - Experience supporting remote technical initiatives and collaborating virtually - Excellent problem-solving, communication, and documentation skills - Ability to work independently within strict confidentiality requirements - Schedule flexibility to support Eastern Time (ET) hours - Strong self-review, quality assurance, and critical thinking in analyzing and resolving technical issues **Why Join Us?** - Flexible, contract-based remote work from anywhere in Canada - Opportunity to collaborate with leading digital transformation teams at TELUS Digital - Develop and showcase specialized expertise in Google UJET and next-generation contact center technology - Engage in impactful projects focused on operational efficiency and enhanced customer experience - Grow your technical skills while working with innovative digital solutions in a dynamic environment