Google UJET Expert @TELUS Digital
Customer Service
Salary cad 90 - 110 pe..
Remote Location
Employment Type contract
Posted 4d ago

[Hiring] Google UJET Expert @TELUS Digital

4d ago - TELUS Digital is hiring a remote Google UJET Expert. πŸ’Έ Salary: cad 90 - 110 per hour πŸ“Location: Canada

Role Description

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.

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

Requirements

  • 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.

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
Before You Apply
️
remote Be aware of the location restriction for this remote position: Canada
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Google UJET Expert @TELUS Digital
Customer Service
Salary cad 90 - 110 pe..
Remote Location
Employment Type contract
Posted 4d ago
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remote Be aware of the location restriction for this remote position: Canada
β€Ό Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.
Apply for this position
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