Google UJET Expert (Contract)

Role overview

Remote, contract-based Google UJET Expert position supporting client-focused contact center initiatives. The role centers on configuring, troubleshooting, and optimizing the Google UJET CCAIP platform, including integration with Dialogflow virtual agents, while acting as an independent technical leader collaborating virtually with cross-functional teams. It is suited to a specialist who can drive root-cause analysis, improve platform performance, and produce high-quality documentation for ongoing operations.

Responsibilities

- Perform root cause analysis and resolve technical issues within the Google UJET CCAIP platform through targeted configuration changes. - Configure, maintain, and optimize routing, queues, conversation profiles, handoff variables, capacity, deflection, and error handling. - Oversee callback configuration including queue prioritization, trigger logic, and expiration timers. - Manage agent setup, troubleshoot workstation and network issues, and configure carrier or uplink scenarios (BYOC versus native) with attention to cross-region routing and latency. - Integrate and tune Dialogflow ES and CX with CCAIP, including conversation design, intent mapping, and virtual agent deployments. - Analyze logs, traces, and call data across telephony, routing, and infrastructure to isolate and resolve issues. - Develop and maintain documentation, knowledge base articles, and internal training materials.

Requirements

- Proven expertise with the Google UJET CCAIP platform in a support, configuration, or technical operations role. - Advanced troubleshooting and root cause analysis skills within modern contact center environments. - Hands-on experience with routing logic, queue management, callback configuration, and telephony or network troubleshooting. - Practical experience integrating Dialogflow ES and CX and deploying virtual agents. - Strong understanding of cloud carrier and uplink scenarios, including regional routing and latency optimization. - Excellent problem-solving, communication, and documentation skills, with the ability to work independently under strict confidentiality requirements. - Schedule flexibility to support Eastern Time business hours.

Nice to have

- Experience analyzing performance metrics and user feedback to drive continuous improvement initiatives. - Background supporting end users and internal teams with training on platform features and new configurations.

Benefits and work setup

- Fully remote, contract-based position based anywhere in Canada. - Engagement on client-focused contact center and digital experience optimization projects. - Opportunity to deepen specialized expertise in Google UJET and next-generation contact center technology.