About the role
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