Google UJET Expert (Contract)

The role

You will perform root cause analysis and troubleshoot technical issues in the Google UJET CCAIP platform. You will configure, maintain, and optimize platform components and integrate Dialogflow ES & CX with CCAIP.

What you will do

• Perform root cause analysis and troubleshoot technical issues in the Google UJET CCAIP platform
• Configure, maintain, and optimize key platform components including Routing & Queues
• Oversee callback configuration
• Lead agent setup, troubleshoot workstation/network issues, and manage carrier/uplink configurations
• Integrate and optimize Dialogflow ES & CX with CCAIP
• Conduct log, trace, and call ID analysis
• Collaborate with subject matter experts and stakeholders
• Develop and maintain up-to-date documentation and knowledge base articles
• Support end users and internal teams with training
• Analyze performance metrics and user feedback

Required qualifications

• 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

Benefits

• 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

About the company

TELUS Digital is seeking a Google UJET Expert to support our client-focused contact center initiatives.