Jason K.
Staff Technical Support Engineer (Cloud - Telephony) at Genesys
- Role
- Staff Technical Support Engineer (Genesys Cloud - Telephony) at Genesys
- Location
- Colorado Springs, CO, US
- LinkedIn followers
- 500 followers
About Jason K.
Software Engineer with 25 years of diverse experience in software design, requirements, testing, integration, training and support of Genesys technology. Demonstrated solid work ethic in telecommunications, project methodologies, system analyses, testing of complex domestic and international Call Center applications utilizing Genesys software, including training of users and peers onshore and offshore, team leadership and communication/presentation skills.
Experience
Staff Technical Support Engineer (Genesys Cloud - Telephony)
Feb 2023 — Present
Troubleshooting customer issues with cloud platform on AWS. Intereact with Genesys customers using case management system, phone, email, chat, and/or shared screen sessions. Case ManagementUnderstanding of SIP, WebRTC, VoIP, PCap analysis, troubleshooting call quality, media gateways, and SBC devicesUnderstanding of Genesys Cloud UI and TelephonyTroubleshooting packet loss and delay, jitter, CODECs
Education
University of Phoenix
Bachelor’s Degree, Business Management
2003 — 2005
University of Northern Colorado
Bachelor’s Degree, Bus Admin w/ emphasis in Info Systems
1993 — 1997
Colorado Technical University
Masters, Science in Mgt w/ emphasis in Info Technology
1999 — 2001
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