Lead Contact Center Engineer - Zoom implementation and support experience required

WELLTOWER – REIMAGINE REAL ESTATE WITH US 

At Welltower, we’re transforming how the world thinks about senior living and wellness-focused real estate. As a global leader in residential wellness and healthcare infrastructure, we create vibrant, purpose-driven communities where housing, healthcare, and hospitality converge. Our culture is fast-paced, collaborative, and endlessly ambitious—guided by our mantra: The only easy day was yesterday. 

We’re looking for bold, independent thinkers who thrive on challenge, embrace complexity, and are driven to deliver long-term value. Every team member is empowered to think like an owner, innovate fearlessly, and lead from where they stand. If you're passionate about outcomes and inspired by the opportunity to shape the future of healthcare infrastructure, we want you on our best-in-class team.  

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 impactin