Posted last month
Google UJET Expert (Contract)
@ TELUS Digital
Ontario
Overview
TELUS Digital is hiring a Google UJET Expert on a remote contract basis within Canada. The role troubleshoots and configures the Google UJET CCAIP contact center platform, including routing, callbacks, carrier setup and Dialogflow integration. It requires flexibility to support Eastern Time hours.
Pay:
$90–$110 an hour
Responsibilities:
- Troubleshoot and resolve issues in the Google UJET CCAIP platform
- Configure routing, queues, callbacks and agent setup
- Integrate and optimize Dialogflow ES and CX virtual agents
- Analyze logs, traces and call IDs to isolate root causes
- Write documentation and train end users
Requirements summary:
- Proven Google UJET CCAIP expertise in a support or technical operations role
- Advanced troubleshooting and root cause analysis skills
- Hands-on Dialogflow ES and CX integration experience
- Experience with telephony and network troubleshooting
- Schedule flexibility for Eastern Time hours
Tools & skills
Source and dates
Employer career site / ATS feed · ashby
- Employer posting date
- 2026-09-25
- First seen by our source
- 2026-10-08
- Source record updated
- 2026-10-26
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Seniority | Senior |
| Department | Customer service |
| Travel | air: none · ground: none |
| Work setting | Home |
| Position | Mostly sitting |
| Physical demands | physical low · computer high |
| Languages | English |
Summary and details written by AI from the posting; the employer’s posting is the authority.
TELUS Digital
Saved company profile
Historical company information from a saved The Jobs API profile (LinkedIn/Crunchbase fields). It is not live-verified; figures may have changed. Missing values remain unknown.
Full company description
TELUS Digital crafts unique and enduring experiences for customers and employees, and creates future-focused digital transformations that stand the test of time. We are the brand behind the brands. Our global team members are both passionate ambassadors of our clients’ products and services, and visionary technology experts resolute in our pursuit to elevate their end customer journeys, solve business challenges, mitigate risks, and drive continuous innovation. Our portfolio of end-to-end, integrated capabilities include digital IT services, such as cloud solutions and AI-fueled automation, trust and safety services, AI data solutions, including expertise in computer vision, and front-end digital design and consulting services. Fuel iX™ is TELUS Digital’s proprietary GenAI engine at the heart of our innovation, helping enterprises advance their GenAI pilots to working prototypes and production at scale, quickly, securely and responsibly across multiple environments, applications and clouds. Powered by purpose, TELUS Digital leverages technology, human ingenuity and compassion to fuel remarkable outcomes and create inclusive, thriving communities in the regions where we operate around the world. Guided by our Humanity-in-the-loop principles, we take a responsible approach to the transformational technologies we develop and deploy by proactively considering and addressing the broader impacts of our work.
- LinkedIn followers
- 1,050,715
- People associated on LinkedIn
- 41,708
- Reported office locations
- 510 West Georgia Street, Vancouver, British Columbia V6B 0M3, CA
- 2251 S. Decatur Blvd., Las Vegas, Nevada 89102, US
- Business categories
- Consumer
- Information Technology
- Health Care
- Consulting
- Information Services
- Cosmetics
- Beauty
- Analytics
- Data Collection and Labeling
- Artificial Intelligence (AI)
- Outsourcing
- Other recorded names
- TELUS Digital Brazil
- TELUS Digital
- Specialties
- Digital Transformation
- Digital Customer Experience
- Digital CX
- Digital IT
- Customer Experience
- Customer Support
- Content Moderation
- Data Annotation
- Contact Center
- Omnichannel CX
- Managed Services
- Work from Home
- ITO
- BPO
- Business Services
- Intelligent Automation
- Chatbots
- and Analytics
- Profile identifies a recruitment agency
- No
- Reported total investment
- 0
Currency and observation date were not supplied; this is not a current valuation or a funding round.
TELUS Digital crafts unique and enduring experiences for customers and employees, and creates future-focused digital transformations that stand the test of time. We are the brand behind the brands. Our global team members are both passionate ambassadors of our clients’ products and services, and visionary technology experts resolute in our pursuit to elevate their end customer journeys, solve business challenges…
| Field | Value |
|---|---|
| Industry | IT Services and IT Consulting |
| Company size | 10,001+ employees |
| Headquarters | Vancouver, British Columbia |
| Organization type | Public Company |
| Specialties | Digital TransformationDigital Customer ExperienceDigital CXDigital ITCustomer ExperienceCustomer SupportContent ModerationData AnnotationContact CenterOmnichannel CX |
| Open jobs on Jobsy | 17 |
| View page |
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
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