telus-digital - Google UJET Expert (Contract)
Requirements
• 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
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.
Benefits
• CA$90 – CA$110 per hour • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • Please enter your full legal name • Where are you currently located? • or drag and drop here • Prefer not to say • Not represented here • Prefer not to say • Black/African descent • Hispanic/Latino/Latinx (ex. Identify as Hispanic or Latino with ties in Latin America, and can be of any race) • Indigenous (ex. Aboriginal Australian, Alaska Native, First Nations, Native American, Native Hawaiian, Samoan) • Middle Eastern/North African • White/European descent • Prefer not to say • No, I don't have a disability • Yes, I have a disability • Prefer not to say • I acknowledge that I have reviewed and agree to TELUS Digital's Recruiting Privacy Policy regarding the processing of my personal data for recruitment purposes. • Note: The consent period lasts for 2 years • Recruiting Privacy Policy
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