ABOUT THE ROLE The Lead Contact Center Engineer is responsible for the design, configuration, integration, and ongoing optimization of Welltower's contact center and support channel technology. This role will serve as the technical lead for voice routing, IVR flows, virtual agent experiences, queue configuration, digital support channels, telecom coordination, and service desk integrations that support both internal stakeholders and external operators.
This role partners closely with Service Management, Infrastructure, Business Systems, Security, managed service providers, telecom carriers, technology vendors, and operating partners to deliver reliable, scalable, and user-friendly support experiences. The Lead Contact Center Engineer will help improve how users engage with support by enabling clear intake paths, intelligent self-service, accurate routing, smooth live-agent handoffs, and actionable reporting for relevant business units.
The ideal candidate has hands-on experience building and supporting contact center solutions, optimizing call flows and virtual agent experiences, integrating support technologies with ticketing and backend systems, and translating business support needs into practical technical solutions. This role requires a strong balance of technical execution, customer experience thinking, operational discipline, and cross-functional collaboration.
KEY RESPONSIBILITIES Contact Center, Routing, and Channel Engineering- Design, configure, test, and support contact center capabilities serving internal stakeholders and external operators.
- Build and maintain voice flows, IVR menus, queues, routing logic, business hours, after-hours handling, voicemail, callbacks, escalation paths, and live-agent handoffs.
- Support digital support channels, including chat, email, SMS, web forms, and service portal intake where applicable.
- Troubleshoot issues related to telephony, call routing, queue performance, agent experience, reporting, and service availability.
Virtual Agent, Self-Service, and Customer Experience- Build and optimize virtual agent, chatbot, and voicebot experiences for common support needs.
- Configure experiences that capture user details, issue type, short description, callback information, location, and prior troubleshooting attempts.
- Enable self-service where appropriate and ensure smooth escalation to live support when automation is not sufficient.
- Partner with Service Management, business teams, and operating partners to improve support journeys, reduce friction, and improve resolution speed.
Integrations, Automation, and ITSM Alignment- Develop and support integrations between contact center tools, ITSM platforms, ticketing systems, knowledge bases, identity systems, and backend applications.
- Use APIs, webhooks, scripts, and workflow automation to create, update, retrieve, and enrich support records.
- Maintain field mappings, error handling, logging, and secure integration practices.
- Support ITIL-aligned Incident, Request, Problem, Change, and Knowledge Management processes by ensuring flows, bot responses, ticket fields, workflows, and knowledge articles remain accurate and effective.
Reporting, Continuous Improvement, and Operational Support- Monitor performance indicators such as customer satisfaction, first contact resolution, abandonment rate, average speed of answer, transfer rate, containment rate, ticket backlog, and SLA compliance.
- Analyze interaction data, ticket trends, user feedback, and support performance to identify improvement opportunities.
- Recommend and implement enhancements to routing logic, bot behavior, knowledge content, reporting, automation, and agent handoff processes.
- Serve as a technical escalation point for issues impacting internal service desk operations, external operator support, and end-user experience.
Technical Leadership, Documentation, and Partnerships- Lead technical design reviews, configuration reviews, testing efforts, and deployment planning.
- Maintain configuration standards, naming conventions, call flow diagrams, integration details, support runbooks, and operational documentation.
- Work with internal IT teams, managed service providers, technology vendors, and operating partners to resolve issues and implement enhancements.
- Support new locations, acquisitions, operator transitions, and service readiness activities.
- Mentor support teams on contact center tools, routing logic, bot behavior, reporting, and troubleshooting practices.
Contact Center Reliability and Service Readiness- Ensure contact center capabilities are stable, scalable, and ready to support internal stakeholders and external operators.
- Maintain reliable voice, routing, queue, IVR, virtual agent, and digital support experiences.
- Support new locations, acquisitions, operator transitions, and service readiness activities through repeatable technical standards and documented processes.
- Reduce service disruption through proactive testing, change control, operational support, and configuration governance.
Support Experience and Customer Journey Improvement- Improve the support experience across voice and digital channels by simplifying intake, routing, escalation, and live-agent handoff.
- Partner with Service Management and business teams to align contact center flows with real-world support needs.
- Increase first contact resolution through better routing, clearer prompts, stronger knowledge content, and effective self-service.
- Continuously refine virtual agent and chatbot experiences based on interaction trends, user feedback, and support team input.
Automation, Integration, and ITSM Enablement- Enable efficient service operations through integrations between contact center tools, ITSM platforms, ticketing systems, knowledge bases, identity systems, and backend applications.
- Support API-based workflows that create, update, retrieve, and enrich support records.
- Improve ticket quality by ensuring collected data is accurate, complete, and mapped to the correct fields and workflows.
Business Reporting and Operational Visibility- Create dashboards, reports, and recurring visibility tools for relevant business units, internal support teams, and external operator support stakeholders.
- Provide reporting views that help teams understand call volume, contact reasons, queue performance, self-service usage, ticket trends, escalation patterns, and service demand.
- Partner with Service Management and business leaders to define useful reporting requirements, dashboard views, and audience-specific summaries.
- Translate contact center, virtual agent, and ticketing data into actionable insights that help business units improve support processes, staffing decisions, knowledge content, and user experience.
OTHER DUTIES Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of this employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
TRAVEL Occasional travel may be required to support regional offices, onboarding of new locations, or key initiatives.
MINIMUM REQUIREMENTS Experience- 8+ years of progressive experience in contact center technology, telecom, unified communications, end-user support, infrastructure operations, or customer support technology.
- 4+ years of hands-on experience designing, configuring, supporting, or optimizing contact center, telephony, IVR, call routing, queue management, virtual agent, or digital support solutions.
- Strong understanding of Microsoft 365, networking fundamentals, endpoint management, telephony, unified communications, conferencing technologies, and hybrid support environments.
- Experience working with ticketing systems, support queues, workflows, automations, dashboards, reporting tools, APIs, web services, knowledge bases, identity systems, or backend enterprise integrations.
- Experience supporting internal stakeholders, external operators, managed service providers, telecom carriers, technology vendors, or cross-functional business partners.
- Familiarity with IT service management practices, support operating models, and customer experience improvement preferred.
Education- Bachelor's degree in Information Technology, Computer Science, Engineering, Business, or related field preferred.
- Equivalent combination of education, certifications, and relevant experience will be considered.
- Zoom Contact Center Administration, Zoom Phone Administration, or Zoom Virtual Agent training preferred.
WHAT WE OFFER- Competitive Base Salary + Annual Bonus
- Generous Paid Time Off and Holidays
- Employee Stock Purchase Program - purchase shares at a 15% discount
- Employer-matching 401(k) Program + Profit Sharing Program
- Student Debt Program - we'll contribute up to $10,000 towards your student loans!
- Tuition Assistance Program
- Comprehensive and progressive Medical/Dental/Vision options
- And much more! https://welltower.com/newsroom/careers/
