Jason Watts
Staff-Level Telecom & Cloud Contact Center Engineer | Genesys Cloud CX Certified | SBC & SIP Integration Expert | Driving Cost Savings, Modernization & High Availability
- Role
- Engineer Iii (Functionally Acting as Senior Engineer Team Lead) at Siriusxm Connect
- Location
- Dallas-Fort Worth, TX, US
- LinkedIn followers
- 500 followers
About Jason Watts
Enterprise Voice and Contact Center Architect with 25+ years of experience designing and…
Experience
Engineer Iii (Functionally Acting as Senior Engineer Team Lead)
Dec 2016 — Present · Irving, TX, US
Lead architect and subject matter expert for enterprise contact center platforms, specializing in Genesys Cloud CX and complex Session Border Controller (SBC) deployments. Drive the strategy, design, and optimization of cloud-based telephony and omnichannel solutions serving millions of subscribers.Key Contributions:Team Leadership: Direct daily operations and provide technical guidance for a team of 3–5 engineers — many holding Principal Engineer titles — ensuring on-time delivery of mission-critical initiatives.Cloud Contact Center Transformation: Designed and implemented Genesys Cloud CX migration strategies, including SIP trunking, HMR (Header Manipulation Rules), and advanced call routing logic.SBC Expertise: Engineered and maintained SBC configurations for high-availability and regulatory compliance, optimizing call quality and reducing operational costs.Cross-Functional Collaboration: Partner with product managers, business units, and vendors to translate complex requirements into scalable, high-performance solutions.Service Optimization: Streamlined incident management workflows in ServiceNow and enhanced agile project tracking in Jira, accelerating deployment cycles and improving SLA adherence.Cost Control & Vendor Negotiations: Led vendor management efforts that resulted in significant telecom cost reductions without compromising service quality.
Education
U.S. Navy
Satellite Communication
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