Thomas Hopkins Email & Phone Number

United Kingdom

I am accountable for the success of our engineering organisation. This includes technological and organisational strategy, hiring, performance and stability of our systems, career progression of engineers and the productivity of our cross functional squads.*Accomplishments*- Creating an AI/ML capability and our first AI backed features- Growing the engineering team from 4 to 10 permanent members (+ additional contractors)-- Inc the development of interview plans - Scaling our technical systems to accommodate 1300% traffic growth over 3 years,maintaining a 0.97+ Apdex score- Implementation of a cross-functional squad structure, championing each squad's autonomy to own their own goals and outcomes - Successfully executing a three track approach to concurrently resource:-- Servicing and scaling of existing technical systems,-- Iterative feature development for an established product with wide customer base and-- Discovery cycles within new markets and the development of new MVPs - Taking a data driven approach to improving team productivity (e.g. the reduction of PR cycle time from ~52hrs to consistently under 36hrs) mindfully taking each metric in its full context. - Overseeing a full system migration from Heroku to AWS and the migration of frontend applications from Angular to React/NextJS- The development and application of a detailed framework for engineering progression at Getro*Responsibilities*- Make decisions that help the team be optimally productive and team members be optimally happy - Provide the resources for engineers to upgrade themselves and hone their craft- Celebrate engineers for their craft- Attract, recruit and retain exceptional values-aligned engineering talent- Create and maintain the technology roadmap- Foster exceptional cross-functional collaboration- Help engineers follow best practices of customer-centric organisations- Be a catalyst for the values and the vision of the company amongst engineers

Responsibilities: - Manage timelines and capacity planning- Support team in keeping working agreements up-to-date and nurture accountability to these agreements- Work with engineers to define engineering best practices and encourage adherence to them- Remove obstacles to smooth the development process- Ensure engineers are working on the right priorities- Facilitate effective communication, collaboration and decision making within the team- Evolve process, where appropriate, to increase efficiency and enjoyment- Advocate for reliability and scalability projects. Make trade-offs to balance conflicting objectives between engineering, product and commercial functions- Challenge technical decisions to encourage creativity and improve quality- Communicate technical decisions, limitations and risks to non-technical stakeholders- Work with engineers to set progression plans and find opportunities to realise them- Own Scrum Master responsibilities- Ensure the health and happiness of team members- Attract and hire new engineering talent

London, United Kingdom

Responsibilities:• Lead engineer for strategic projects and integrations between the core Conversocial platform and third party CRMs e.g. Salesforce, Zendesk, Oracle Service Cloud• Responsible for the development of the platform, performance and continual evolution of technical architecture and the professional development of team members• Working with product managers and design teams to understand the user and deliver engaging user experiences• Pre-sales client consultations and scoping• Jointly responsible for the hiring of engineers across all teams including into the CTO position• Implementation of processes to increase productivity, including moving to SCRUM• Organisation of and participation in on-call rota for incident response• Introduction of Engineering Standards documents and an RFC process for their creation and adoptionProjects:• Integration of our agent workspace with our newly acquired proprietary bot handover protocol• Agent Assist feature allowing agents to initiate and see the result of bot flows from within the agent workspace• Infrastructure for reusable and extensible integrations across the client base• Salesforce and Oracle Service Cloud CRM integrations• New reporting API for the Crowds platform (a community powered social customer service solution) and technical planning for a major project pivot• Clipboard feature for the Crowds platform allowing community moderators to create templated answers and product experts to search and insert these 'clippings' when replying to a question• Conversocial wide performance improvements, reducing average response times by over 50%Technologies:• Internal & customer facing REST APIs with Python and Django• Client side applications in JS ES6 with React and Redux• Message queueing and performant consumption• Data modelling in MySQL and MongoDB• Agile development methodologies: SCRUM; CI; TDD• Docker based local development• AWS infrastructure including ECS, S3, and SQS

Responsibilities:• Full stack development: - Server-side internal and customer facing REST APIs with Python/Django - Client-side UI development with React and Flux - Sharded Solr cluster management - Data modeling with MongoDB - Message queueing with RabbitMQ• Mentoring of new developers• Triaging support tickets and fixing issues Projects:• Worked as part of a team to design, implement, test and maintain:• Resolution Management System for the creation, update and resolution of 'issues' associated with customer service conversations, including automated follow up with customer satisfaction surveys. • Tracking and visualisation of Resolution Management metrics. This involved the enqueueing of resolution events, a periodic task to performantly consume these events and import the data into our Solr database, and APIs to query and return the data in a format that powered visualisations in the UI.• Agent Dashboard - providing contact centre managers with a view into the real-time status and performance of specific agents and teams. This involved the implementation of an event based data model and leveraged Mongo's aggregation pipeline to construct complex queries that powered a dashboard UI with drill-down functionality.• Clipboard feature allowing contact centre managers to create templated responses and agents to search and insert these 'clippings' when replying to a customer.• Plug and play API to expose any Mongo collection to clients.

Southampton, United Kingdom

Woking

Bachelor Of Science (B.Sc.), Physics, 1St Class Honours (88% Average; Salutatorian)

Activities and Societies: Physics Society Webmaster, Physics and Astronomy Course Representative

A Levels, Maths, Physics, Further Maths A*Aa

A Levels in Maths, Physics, Further Maths A*AA

Education record