Role overview

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