Senior full-stack engineer with 12 years building product software, with deep front-end expertise and a strength in algorithms. At Playvox (NICE) I built a workforce schedule optimisation engine in close partnership with customers, iterating on it with them until it fit how their teams actually work.
Previously I led a team of developers delivering client projects at a consultancy, from enterprise ServiceNow portals to React Native mobile apps.
Rewrote the scheduling optimisation engine for CXone WFM (formerly Playvox), cutting runs from 20+ minutes to under a second for customers scheduling up to 4,000 shifts at once.
I work on CXone WFM, NICE's workforce management product for contact centres (I joined in 2021 when the company was Agyle Time, and it later became Playvox before NICE acquired it). My focus is the optimisation engine behind scheduling, across backend, APIs, libraries and the user interface. I rewrote it from scratch, working with specific customers through repeated iterations so the features fit how their teams actually schedule.
Alongside that I have led many of the product's UI redesigns, moving it on from the dated look of the original startup product. The scheduling interface began as a prototype at a company tech day; it was so well received that it was developed into a product feature.
Rewrote the schedule optimisation engine from scratch. Optimisation runs dropped from 20+ minutes to under a second across up to 4,000 shifts, balancing forecast demand, breaks, shift preferences, skills and labour-law compliance.
Built it hand in hand with customers over multiple iterations. Better layouts meant fewer manual edits and fewer staff needed to cover demand, for a product used by 200+ customers and tens of thousands of users.
Led the UI redesigns: new pages, redesigned components, and in-app documentation and descriptions. Users need fewer clicks, understand pages faster and rarely leave the app for help.
Prototyped the scheduling UI at a company tech day; it became a shipped product feature.
Designed event-driven services on AWS and built tooling to support releases and monitor production.
Created AI agents and skills that speed up development in a large existing monolith.
Grew a managed services team from one developer to eight, owning feature delivery and support for client products after their initial build.
I joined as a developer on a core set of ServiceNow applications, helping design, build and maintain new and existing features. I became a certified ServiceNow Application Developer in 2018.
I later moved into leading managed services, growing the team from just me to eight developers. Once a client system had been built I took over its ongoing product development and support, with full control of the feature and delivery pipeline, while staying involved with the teams that did the initial build.
Grew the managed services team from one developer to eight, owning the feature and delivery pipeline for client products after the initial build team moved on.
Planned, built and maintained a configuration-driven content management platform used by government agencies in Australia and overseas.
My first role after university. I was responsible for feature planning, development and maintenance of a C# monolith backed by SQL Server. The application built its pages, forms and workflows from configuration, so almost everything in it was configurable.
Planned and delivered features for a content management application used by government agencies nationally and internationally.
Optimised database queries and performance in a heavily configuration-driven, database-backed application.
Built configuration screens and workflow tooling so customers could adapt the system without code changes.
JavaScript · C# · SQL Server
Education
Bachelor of Computing University of Tasmania, 2013
Senior full-stack engineer with 12 years building product software, with deep front-end expertise and a strength in algorithms. At Playvox (NICE) I built a workforce schedule optimisation engine in close partnership with customers, iterating on it with them until it fit how their teams actually work.
Previously I led a team of developers delivering client projects at a consultancy, from enterprise ServiceNow portals to React Native mobile apps.
Skills
Front End: React, Vue, Astro, CSS & Sass, Animation, Web Performance, Accessibility, Design Systems, React Native
AI: AI-assisted development, AI harness development with evaluations
Experience
Senior Software Engineer, NICE2021 – Present
Rewrote the scheduling optimisation engine for CXone WFM (formerly Playvox), cutting runs from 20+ minutes to under a second for customers scheduling up to 4,000 shifts at once.
Rewrote the schedule optimisation engine from scratch. Optimisation runs dropped from 20+ minutes to under a second across up to 4,000 shifts, balancing forecast demand, breaks, shift preferences, skills and labour-law compliance.
Built it hand in hand with customers over multiple iterations. Better layouts meant fewer manual edits and fewer staff needed to cover demand, for a product used by 200+ customers and tens of thousands of users.
Led the UI redesigns: new pages, redesigned components, and in-app documentation and descriptions. Users need fewer clicks, understand pages faster and rarely leave the app for help.
Prototyped the scheduling UI at a company tech day; it became a shipped product feature.
Designed event-driven services on AWS and built tooling to support releases and monitor production.
Created AI agents and skills that speed up development in a large existing monolith.
Tech: JavaScript, TypeScript, SQL, Node.js, MongoDB, AWS, Agentic Dev
Senior Software Engineer, RXP2016 – 2020
Grew a managed services team from one developer to eight, owning feature delivery and support for client products after their initial build.
Grew the managed services team from one developer to eight, owning the feature and delivery pipeline for client products after the initial build team moved on.
Betfair Australia mobile app - helped build the initial React Native betting app, then took over its ongoing development in managed services.
Aurora Plus web and mobile apps - helped build the initial apps for Aurora Energy customers in Tasmania to monitor power usage and payments, then took over their ongoing development in managed services.
Delivered ServiceNow applications as a Certified Application Developer.
Transport for NSW Service Portal
Downer Group Service Portal and field services mobile application
Australian Catholic University Service Portal
Internal integrations with customer ticketing systems