{"id":1226711,"url":"https://alion.io/job/telus-digital-google-ujet-expert-contract","title":"Google UJET Expert (Contract)","company":{"id":6117,"name":"Telus Digital","domain":"telusdigital.com","url":"https://alion.io/company/telus-digital","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"B","score":75,"open_postings":8,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":33,"computed_at":"2026-10-02T05:45:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"contractor","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":{"label":"ET","utc_offset_min":-5,"utc_offset_max":-5},"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["CA"],"hiring_countries_total":1,"salary":{"min":90,"max":110,"currency":"CAD","period":"hour","gross":null,"usd_annual":156000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-25T12:39:13Z","employer_posted_date":"2026-09-25","last_verified_at":"2026-10-02T21:56:12Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"About the Role:\nTELUS 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.\nScope of Work & Key Responsibilities:\nPerform root cause analysis and troubleshoot technical issues in the Google UJET CCAIP platform, providing and executing effective remediation via configuration changes.\n\nConfigure, maintain, and optimize key platform components including Routing & Queues (conversation profiles, handoff variables, timeouts, capacity, deflection, agent creation, error handling).\n\nOversee callback configuration (queue prioritization, trigger logic, expiration timers) and ensure efficient handling of customer interactions.\n\nLead agent setup, troubleshoot workstation/network issues, and manage carrier/uplink configurations (BYOC vs. UJET), with a strong focus on cross-region routing and latency.\n\nIntegrate and optimize Dialogflow ES & CX with CCAIP, overseeing conversation design, intent mapping, and virtual agent deployments.\n\nConduct log, trace, and call ID analysis across telephony, routing, and infrastructure to identify, isolate, and resolve technical root causes.\n\nCollaborate with subject matter experts and stakeholders to align platform functionality with operational needs.\n\nDevelop and maintain up-to-date documentation and knowledge base articles related to UJET usage, troubleshooting, and best practices.\n\nSupport end users and internal teams with training on platform features and new configurations.\n\nAnalyze performance metrics and user feedback to drive continuous improvement initiatives.\n\nQualifications & Experience:\nProven expertise with Google UJET CCAIP platform in a support, configuration, or technical operations role\n\nAdvanced troubleshooting and root cause analysis skills in modern contact center environments\n\nExperience with routing logic, queue management, callback configuration, and telephony/network troubleshooting\n\nHands-on experience with Dialogflow (ES & CX) integration and virtual agent deployments\n\nStrong understanding of cloud carrier/uplink scenarios and regional routing/latency optimization\n\nExperience supporting remote technical initiatives and collaborating virtually\n\nExcellent problem-solving, communication, and documentation skills\n\nAbility to work independently within strict confidentiality requirements\n\nSchedule flexibility to support Eastern Time (ET) hours\n\nStrong self-review, quality assurance, and critical thinking in analyzing and resolving technical issues\n\nWhy Join Us?\nFlexible, contract-based remote work from anywhere in Canada\n\nOpportunity to collaborate with leading digital transformation teams at TELUS Digital\n\nDevelop and showcase specialized expertise in Google UJET and next-generation contact center technology\n\nEngage in impactful projects focused on operational efficiency and enhanced customer experience\n\nGrow your technical skills while working with innovative digital solutions in a dynamic environment","description_format":"text","description_chars":3367,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing (BPO)","Call Center Services","AI Training Data & Annotation"],"lifecycle":[{"event":"open","at":"2026-09-25T13:29:34Z"}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.897,"p_room":1,"age_days":6,"expected_fill_days":33,"reasons":["conf:13","velocity","win:early"],"computed_at":"2026-10-02T05:45:00Z"},"pay":{"stated_usd_annual":156000,"is_top_pay":true},"html_url":"https://alion.io/job/telus-digital-google-ujet-expert-contract","json_url":"https://alion.io/job/telus-digital-google-ujet-expert-contract.json","meta":{"generated_at":"2026-10-03T01:13:28Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":1111,"day_limit":5000,"remaining_today":3889,"minute_limit":60,"resets_at":"2026-10-04T00:00:00Z"}}}