Ben Connell
Brisbane,QLD
Summary
As a seasoned technology leader with over 25 years of experience, I bring a unique blend of deep technical expertise and strategic leadership to drive impactful solutions. My career has been marked by a focus on cutting-edge technologies, including AI and cloud-native architectures, all of which align with the demands of today’s dynamic technology landscape. I have a proven track record of leading cross-functional teams to deliver complex projects that enhance customer experiences and drive business outcomes.
In my current role, I’ve spearheaded the development and optimization of virtual agent bots across multiple platforms, playing a pivotal role in transitioning legacy products to advanced AI-driven solutions. My hands-on experience with Kubernetes, Azure Machine Learning, and Azure OpenAI equips me to solve challenging technical problems and deliver scalable, robust solutions.
My ability to bridge the gap between technical teams and business stakeholders ensures that projects not only meet technical requirements but also align with broader business goals. I’m passionate about leveraging technology to empower customers and drive innovation, making me a strong fit for roles that require both technical depth and a strategic, customer-focused mindset.
Overview
30
30
years of professional experience
Work History
Senior Digital Manager
Microsoft
08.2022 - Current
- Led a cross-functional team of developers, content designers, and service managers in developing and optimizing virtual agent bots across web platforms and social channels such as Facebook.
- Playing a key role in the transition of legacy Microsoft products to Microsoft (1P) Products, ensuring seamless integration and performance.
- Heavily involved in migrating from traditional NLU models to Copilot Studio NLU, utilizing Azure Machine Learning Studio and Azure OpenAI to fine-tune and test F1 scores for improved accuracy and performance.
Senior Principle Technical Lead
Nuance Communications
01.2020 - 07.2022
- Led the migration of legacy Virtual Agent bots to the Nuance Mix platform, including on-premise installations requiring deep expertise in Kubernetes and native cloud computing.
- Worked extensively with Azure Kubernetes Service (AKS) and AWS to manage and deploy on-premise solutions.
- Coordinated with cross-department teams like QA, DevOps, and Support to ensure seamless end-to-end software delivery process.
- Enhanced and customized the reporting capabilities of Mix, providing tailored insights for clients.
- Transitioned on-premise solutions to a hosted SaaS model, improving scalability and reliability.
- Collaborated with customers to develop proof of concepts (POCs) for both digital and voice channels, including IVR and speech recognition.
Senior Principle Technical Lead
Nuance Communications
08.2018 - 01.2021
- Coordinated with cross-department teams like QA, DevOps, and Support to ensure seamless end-to-end software delivery process.
- Maintained close communication with clients throughout project life cycles for accurate progress reporting and prompt issue resolution.
- Increased application stability by regularly monitoring performance metrics, addressing bottlenecks proactively to minimize downtime occurrences.
- Heavily involved in the architecture of a Transcription as a Service product, which included AI assisted functionality for contact centre agents such as Next Best Step.
Development Manager
Nuance Communications
01.2008 - 07.2018
- Oversaw the full software development lifecycle, from requirements gathering and design to implementation, testing, and deployment.
- Collaborated with cross-functional teams, including product managers, designers, and QA, to define project scope and deliverables.
- Implemented agile methodologies, such as Scrum or Kanban, to improve development processes and increase team efficiency.
- Mentored and guided junior developers, fostering a culture of continuous learning and professional growth within the team.
- Managed project resources, budgets, and risks, ensuring alignment with business goals and objectives.
- Ensured code quality through regular code reviews, automated testing, and adherence to best practices.
- Communicated progress, challenges, and outcomes to stakeholders, providing clear and actionable insights.
- Drove innovation within the team by encouraging the exploration of new technologies, tools, and development practices.
- Played a key role in the recruitment and onboarding of new team members, contributing to the growth and strength of the development team.
C Programming Software Engineer
Various
Brisbane, QLD
01.1995 - 12.2007
Education
Bachelor of Science - Mathematics And Computer Science
Swinburne University of Technology
11.1995
Skills
- Data Analytics
- Project management abilities
- Calculating ROI
- Problem-Solving
- Time Management
- Attention to Detail
- Excellent Communication
- Team Collaboration
- Analytical Thinking
Timeline
Senior Digital Manager
Microsoft
08.2022 - Current
Senior Principle Technical Lead
Nuance Communications
01.2020 - 07.2022
Senior Principle Technical Lead
Nuance Communications
08.2018 - 01.2021
Development Manager
Nuance Communications
01.2008 - 07.2018
C Programming Software Engineer
Various
01.1995 - 12.2007
Bachelor of Science - Mathematics And Computer Science
Swinburne University of Technology
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