Google UJET Expert (Contract)

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... Click Apply to read the full job description.