Carole McNally

Technical Consultant @Route 101 Ltd

GB

At Route 101, I blend decades of experience in technology with a very practical, hands-on approach to customer experience. I don’t just manage projects — I design, code, and configure the systems myself, making sure every solution is as robust in practice as it is on paper.I’ve built Help Centres for brands like Jimmy Choo, Ralph Lauren, and Vivobarefoot, and I specialise in shaping solutions that scale globally while staying true to brand identity. My work covers the full CX landscape:Zendesk – Designing and configuring Guides, building reusable Help Centre templates, and developing custom apps.AI & Automation – Coding Omilia bots connected to NICE CXone, and designing Ultimate AI conversational agents that handle complex customer journeys.Architecture & Delivery – Acting as technical architect on major projects, while also leading onboarding and adoption for clients.Alongside this, I hold multiple certifications — Conversational Designer, AI Professional, and certified in Zendesk, Omilia, and Ultimate AI — which keep me grounded in best practice while giving me the tools to push innovation further.I’m particularly passionate about making CX technology inclusive. As a neurodivergent woman in tech and an advocate through my charity work, I know that the best systems are those that empower all users — agents and customers alike.Looking ahead, I’m excited by how AI and automation are reshaping customer experience. My focus is making sure these tools don’t just look impressive, but truly improve the human side of customer support.

The Open University

Bachelor of Science - BS, IT, Computing and Business

St. Philips college.

Law and social sciences

Conversational Academy

Conversational Design

Bournemouth and Poole College

VRQ 2 in Professional Catering

The Open University

BSc (Honours) Computing & IT and Business