Google UJET Expert (Contract-Based, Remote)

TELUS Digital is seeking a Google UJET Expert to support client-focused contact center initiatives in this remote, contract-based role.

In this 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.