Google UJET Expert (Contract)

Overview

Support and optimize the Google UJET CCAIP platform for contact center operations. The role focuses on technical troubleshooting, configuration, integrations, documentation, and virtual collaboration.

What you'll do

• Perform root cause analysis and resolve UJET CCAIP technical issues.
• Configure and optimize routing, queues, callbacks, and agent setup.
• Troubleshoot workstation, network, carrier, uplink, and regional routing issues.
• Integrate Dialogflow ES and CX with CCAIP and support virtual agent deployments.
• Analyze logs, traces, call IDs, and performance metrics.
• Document platform usage, troubleshooting procedures, and best practices.
• Train end users and internal teams on platform features and configurations.

What you'll need

• Proven expertise with the Google UJET CCAIP platform.
• Advanced contact center troubleshooting and root cause analysis skills.
• Experience with routing logic, queue management, callback configuration, and telephony troubleshooting.
• Hands-on experience integrating Dialogflow ES and CX.
• Understanding of cloud carrier, uplink, regional routing, and latency scenarios.
• Ability to work independently under strict confidentiality requirements.
• Flexibility to support Eastern Time hours.

Details

• Contract position.
• Remote work from anywhere in Canada.
• Virtual collaboration with cross-functional teams.