Google UJET Expert (Contract)

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

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Perform root cause analysis and troubleshoot technical issues in the Google UJET CCAIP platform, providing and executing effective remediation via configuration changes.

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Configure, maintain, and optimize key platform components including Routing & Queues (conversation profiles, handoff variables, timeouts, capacity, deflection, agent creation, error handling).

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Oversee callback configuration (queue prioritization, trigger logic, expiration timers) and ensure efficient handling of customer interactions.

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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.

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Integrate and optimize Dialogflow ES & CX with CCAIP, overseeing conversation design, intent mapping, and virtual agent deployments.

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Conduct log, trace, and call ID analysis across telephony, routing, and infrastructure to identify, isolate, and resolve technical root causes.

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Collaborate with subject matter experts and stakeholders to align platform functionality with operational needs.

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Develop and maintain up-to-date documentation and knowledge base articles related to UJET usage, troubleshooting, and best practices.

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Support end users and internal teams with training on platform features and new configurations.

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Analyze performance metrics and user feedback to drive continuous improvement initiatives.

Qualifications & Experience

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• Proven expertise with Google UJET CCAIP platform in a support, configuration, or technical operations role
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• Advanced troubleshooting and root cause analysis skills in modern contact center environments
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• Experience with routing logic, queue management, callback configuration, and telephony/network troubleshooting
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• Hands-on experience with Dialogflow (ES & CX) integration and virtual agent deployments
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• Strong understanding of cloud carrier/uplink scenarios and regional routing/latency optimization
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• Experience supporting remote technical initiatives and collaborating virtually
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• Excellent problem-solving, communication, and documentation skills
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• Ability to work independently within strict confidentiality requirements
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• Schedule flexibility to support Eastern Time (ET) hours
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• Strong self-review, quality assurance, and critical thinking in analyzing and resolving technical issues
• Why Join Us?
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• Flexible, contract-based remote work from anywhere in Canada
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• Opportunity to collaborate with leading digital transformation teams at TELUS Digital
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• Develop and showcase specialized expertise in Google UJET and next-generation contact center technology
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• Engage in impactful projects focused on operational efficiency and enhanced customer experience
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• Grow your technical skills while working with innovative digital solutions in a dynamic environment