Sean Maddison

WORK HISTORY

EDUCATION

SKILLS

ABOUT SEAN MADDISON

I’m a highly experienced omnichannel conversational automation designer, for the past 12 years I have worked in the energy industry implementing customer-facing self-service solutions and managing large agile change programmes. I\'ve used the Service Design skills I developed in previous roles to deliver solutions that make automated journeys simple and easy for customers whilst delivering excellent business value.I have worked on all aspects of customer service solution development in the utility sector: covering payments & billing, debt management, sales, product switch & renewal, field appointment scheduling & management, identity & security services, account maintenance and much more.I operate at both the strategic level, initially building out programmes of work, securing funding for complex projects, and setting up the teams to deliver them; then getting deeply involved in the low-level technical design and implementation, working with a wide variety of stakeholders and third-party service providers to deliver customer solutions at high speed and quality with great returns on investment. Skills and Specialities:Natural language AI solution developmentConversational automation developmentSoftware engineering & coding expertiseImplementing large-scale enterprise systemsComfortable working at any level, up to and including board-level engagementExtensive experience with Genesys contact platform solutionsAgile development practitionerStrong change leadership abilityExperience speaking to very large audiencesSkilled customer service designerOutcome & results-orientedVery fast learner and can pick up new skills quicklyExperience collaborating internationally with many regional units in EuropeDatabase administration and analysis capabilitiesWeb development (PHP, HTML, CSS, JavaScript)Linux server administration