Experience

ECS

• United Kingdom
• Information Technology & Services
• 200 - 300 Employee

• Senior CX engineer

  • Jun 2021 - Present

  Senior cloud contact centre engineer, building and developing Amazon Connect cloud contact centres mainly in the financial services sector. Strong focus on Amazon Connect, AWS Lambda and Dynamo database, backed up by use of a wide range of AWS services. Senior cloud contact centre engineer, building and developing Amazon Connect cloud contact centres mainly in the financial services sector. Strong focus on Amazon Connect, AWS Lambda and Dynamo database, backed up by use of a wide range of AWS services.



Booking.com

• Netherlands
• Software Development
• 700 & Above Employee

• Senior unified communications engineer

  • Jan 2017 - Jun 2021

  Work on key unified communications projects on behalf of Booking.com’s transport business unit. Delivered migration from legacy PBX’s to new Mitel contact centre platform (MiCC) Designed and delivered disaster recovery scenarios and solutions for the Contact centre Lead migration from traditional ISDN to SIP telephony Managed and implemented key system upgrades involving multiple teams across the business Delivered key cross business work force management integrations in extremely demanding timescales As a senior engineer i project manage all projects with a focus on qualitative results, capturing business critical information into databases to be utilised by our analytics teams Work directly with the business to define scope of works with detailed requirements capture and technical guidance on how the project will be implemented Member of the business leadership change control board Work to agile methodologies using tools such as Jira/kanban etc Experience in using API’s for bespoke projects for enhanced reporting or automation of works to reduce engineering overheads Excellent experience of working in a highly regulated environment with working knowledge/experience with GDPR, SOX, PCI and PII data, directly working with data protection and compliance teams in the business Show less



Noble Systems

• United States
• Telecommunications
• 100 - 200 Employee

• Support Services Manager

  • May 2013 - Jan 2017

  Hands on support services manager for Noble EMEA. Handling stake holder management with key customers and technical escalation fixes for the 10 engineers working in my team with a focus on CentOS and PostgreSQL issues. Senior technical UK based resource for the core dialling algorithm. As a result was highly accustomed to working in a highly regulated environment with good knowledge of Offcom regulations Hands on support services manager for Noble EMEA. Handling stake holder management with key customers and technical escalation fixes for the 10 engineers working in my team with a focus on CentOS and PostgreSQL issues. Senior technical UK based resource for the core dialling algorithm. As a result was highly accustomed to working in a highly regulated environment with good knowledge of Offcom regulations



Xarios Technologies

• United States
• Telecommunications
• 1 - 100 Employee

• Implementation Engineer

  • Nov 2007 - May 2013

  Carried out end to end delivery of call recording and dialler solutions for customers as well as CTI applications Worked with major telecommunications providers to achieve different accreditations for the Xarios call recorder product Highly customer facing role Carried out end to end delivery of call recording and dialler solutions for customers as well as CTI applications Worked with major telecommunications providers to achieve different accreditations for the Xarios call recorder product Highly customer facing role



Nova

• Osaka, Osaka, Japan

• English Second Language Teacher

  • Jan 2007 - Nov 2007

  English language teacher at a large private Japanese language school. Lessons were conducted over the internet from the Nova multimedia centre in Osaka English language teacher at a large private Japanese language school. Lessons were conducted over the internet from the Nova multimedia centre in Osaka



Chatsworth Computers (group) Limited

• United Kingdom
• Software Development

• Technical Support Engineer

  • May 2004 - Dec 2006