Google UJET Expert (Contract)
Core
Technical expert specializing in Google UJET CCAIP platform to perform root cause analysis, resolve technical issues, and optimize platform configurations for contact center operations.
Role type
Senior IC Google UJET CCAIP Platform Expert
Builds
Contact center routing, queue management, callback configurations, and Dialogflow virtual agent deployments
Domain
Contact Center Operations / Cloud Telephony
Deliverable
production ML models | product features | infrastructure
Required skills
Google UJET CCAIP platform expertise, root cause analysis, routing logic configuration, queue management, callback configuration, telephony/network troubleshooting, Dialogflow ES & CX integration, cloud carrier/uplink management, regional routing optimization
Preferred skills
Experience with BYOC vs UJET scenarios, cross-region latency optimization, virtual agent deployment, performance metrics analysis
Technologies
Google UJET CCAIP, Dialogflow ES, Dialogflow CX
Responsibilities
Perform root cause analysis and troubleshoot technical issues in the Google UJET CCAIP platform; Configure, maintain, and optimize key platform components including Routing & Queues; Oversee callback configuration and ensure efficient handling of customer interactions; Lead agent setup, troubleshoot workstation/network issues, and manage carrier/uplink configurations; Integrate and optimize Dialogflow ES & CX with CCAIP; Conduct log, trace, and call ID analysis to identify and resolve technical root causes; Develop and maintain up-to-date documentation and knowledge base articles; Support end users and internal teams with training on platform features
Seniority
Senior, hands-on IC
