Lead Contact Center Engineer: Scale Global Support Ops

Welltower™ Inc. (NYSE:WELL)

Frisco (TX)

On-site

USD 120,000 - 180,000

Full time

6 days ago

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Benefits offered by this job

Competitive base salary

Annual bonus

401(k) with company match

Employee stock purchase program

Professional growth opportunities

Job summary

Welltower is seeking a Lead Contact Center Engineer to design, configure, and optimize its contact center and support channel technology. The role leads voice routing, IVR flows, virtual agent experiences, and ITSM integrations that support internal stakeholders and external operators.

The ideal candidate has hands-on experience building and supporting contact center solutions, optimizing call flows and bot experiences, and translating business needs into scalable technical solutions.

Qualifications

8+ years of progressive experience in contact center technology.
Experience designing, configuring, and optimizing contact center, telephony, IVR, and digital support solutions.
Strong understanding of Microsoft 365, networking, and hybrid IT environments.
Experience with ticketing systems, APIs, webhooks, and backend integrations.
Bachelor’s degree in Information Technology, Computer Science, Engineering, Business, or related field preferred.

Responsibilities

Design, configure, test, and support contact center capabilities for internal stakeholders and external operators.
Build and optimize voice flows, IVR menus, queues, and routing logic.
Develop integrations between contact center tools and ITSM platforms.
Create dashboards and reports to monitor performance and service levels.
Provide technical escalation and mentor teams on contact center tools.