Implementation Lead Jobs in Texas
Implementation Lead jobs in Texas are in strong demand, with active hiring concentrated in enterprise software, healthcare IT, and energy technology sectors at levels from entry-level associate to senior lead. Houston, Dallas, and Austin anchor most of the openings, where large employers like Dell Technologies, AT&T, and Epic Systems maintain significant Texas operations. The most sought-after specialties are ERP implementation, healthcare systems rollout, and cloud platform deployment. Find a role that fits below and apply directly.
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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 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.
Employment is contingent upon the successful completion of a background check, drug screening, and verification of employment, education, and other credentials relevant to the position.
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
- Professional Growth
- And much more! https://welltower.com/newsroom/careers/ (https://welltower.com/newsroom/careers/)
ABOUT WELLTOWER
Welltower® Inc. (NYSE: WELL) (https://welltower.com/) an S&P 500 company, is the world's preeminent residential wellness and healthcare infrastructure company. Our portfolio of 1,500+ Seniors and Wellness Housing communities is positioned at the intersection of housing, healthcare, and hospitality, creating vibrant communities for mature renters and older adults in the United States, United Kingdom, and Canada. We also seek to support physicians in our Outpatient Medical buildings with the critical infrastructure needed to deliver quality care.
Our real estate portfolio is unmatched, located in highly attractive micro-markets with stunning built environments. Yet, we are an unusual real estate organization as we view ourselves as a product company in a real estate wrapper driven by relationships and unconventional culture.
Through our disciplined approach to capital allocation powered by our data science platform and superior operating results driven by the Welltower Business System, we aspire to deliver long-term compounding of per share growth and returns for our existing investors – our North Star.
Welltower is committed to leveraging the talent of a diverse workforce to create great opportunities for our business and our people. EOE/AA. Minority/Female/Sexual Orientation/Gender Identity/Disability/Vet
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
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 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.
Employment is contingent upon the successful completion of a background check, drug screening, and verification of employment, education, and other credentials relevant to the position.
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
- Professional Growth
- And much more! https://welltower.com/newsroom/careers/ (https://welltower.com/newsroom/careers/)
ABOUT WELLTOWER
Welltower® Inc. (NYSE: WELL) (https://welltower.com/) an S&P 500 company, is the world's preeminent residential wellness and healthcare infrastructure company. Our portfolio of 1,500+ Seniors and Wellness Housing communities is positioned at the intersection of housing, healthcare, and hospitality, creating vibrant communities for mature renters and older adults in the United States, United Kingdom, and Canada. We also seek to support physicians in our Outpatient Medical buildings with the critical infrastructure needed to deliver quality care.
Our real estate portfolio is unmatched, located in highly attractive micro-markets with stunning built environments. Yet, we are an unusual real estate organization as we view ourselves as a product company in a real estate wrapper driven by relationships and unconventional culture.
Through our disciplined approach to capital allocation powered by our data science platform and superior operating results driven by the Welltower Business System, we aspire to deliver long-term compounding of per share growth and returns for our existing investors – our North Star.
Welltower is committed to leveraging the talent of a diverse workforce to create great opportunities for our business and our people. EOE/AA. Minority/Female/Sexual Orientation/Gender Identity/Disability/Vet
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
See All 11 Implementation Lead Jobs in Texas
Find roles in Texas that match your experience and apply in just a few clicks.
Find Implementation Lead JobsImplementation Lead Jobs by City in Texas
Where Texas roles are concentrated, by current openings.
Implementation Lead Job Market in Texas
A snapshot from current Texas openings, updated as new roles post.
Who's Hiring
Top Industries Hiring
- Accounting & Auditing
What Texas Employers Look For
The qualifications that appear most often in implementation lead jobs across Texas.
- Bachelor's degree in information technology, business, or a related field required
- Three or more years of experience leading enterprise software or systems implementations
- Demonstrated ability to manage cross-functional project teams through full deployment cycles
- Proficiency with project management methodologies such as PMP, Agile, or Scrum
- Experience with ERP platforms such as SAP, Oracle, or Salesforce in client-facing environments
- Strong communication skills for coordinating with technical teams and executive stakeholders
Implementation Lead Jobs in Texas: Frequently Asked Questions
How do you become a implementation lead in Texas?
Most implementation leads in Texas enter the role through a combination of a bachelor's degree in information technology, computer science, or business administration, followed by hands-on experience in systems deployment or project coordination. Texas does not require a state-issued license for this role, but earning a Project Management Professional certification or a vendor-specific credential such as a Salesforce or SAP certification significantly strengthens a candidate's profile with Texas employers.
How much do implementation leads make in Texas?
Implementation leads in Texas earn a median of about $98,440 a year, based on May 2025 Bureau of Labor Statistics wage data, ranging from around $57,460 for the lowest 10% to over $162,780 for the top 10%. Pay rises with experience, specialty, and employer.
Which companies hire implementation leads in Texas?
Employers hiring implementation leads in Texas right now include Raytheon, onbe, and Humana, based on current listings on Migrate Mate as of August 2026. Texas's dense concentration of energy companies, hospital networks, and technology firms means openings are distributed across a wide range of industries rather than a single dominant sector.
Which Texas cities have the most implementation lead jobs?
Austin, Dallas, and Frisco have the most implementation lead openings in Texas, reflecting the state's largest concentrations of corporate headquarters, healthcare systems, and enterprise technology operations. Houston's energy sector and medical center drive strong demand there, while Dallas-Fort Worth's dense base of financial services and telecom firms and Austin's fast-growing technology industry sustain consistent hiring in those metros.
Are there remote implementation lead jobs in Texas?
Yes, and more than many roles, because much of an implementation lead's coordination, documentation, and stakeholder communication can happen remotely once a project is underway. About 86% of implementation lead openings tied to Texas are remote or hybrid as of August 2026, though on-site presence is typically required during critical go-live phases. Configuration, training design, and project planning tasks are the parts most commonly done fully remotely.
How can I get hired as a implementation lead in Texas with little or no experience?
The most realistic entry path is moving into an implementation associate or junior project coordinator role at a Texas-based consulting firm, health system, or enterprise software company. Large Texas employers such as health networks in the Texas Medical Center and major technology firms in the Austin corridor often hire implementation analysts or business systems analysts as stepping-stone roles. Building hands-on experience with a widely used platform like Salesforce or ServiceNow and earning an entry-level certification gives candidates a concrete edge when applying.
Where can I find and apply to implementation lead jobs in Texas?
You can find and apply to implementation lead jobs in Texas on Migrate Mate, which lists current Texas openings across industries and metros. Find the roles that fit your background and apply directly without any extra steps.
See All 11 Implementation Lead Jobs in Texas
Find roles in Texas that match your experience and apply in just a few clicks.
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