Susan graduated with a BSc in Computer Science from the University of Ulster at Jordanstown in 2000 and has over 25 years of experience in the technology industry.
She joined Liberty IT in 2005 where she has progressed across the company working on varied projects over the last 20 years and was recently nominated in Liberty IT’s Culture Stars initiative. In her spare time Susan enjoys walking her dog in the countryside where she lives with her husband and two teenage daughters.
What does your typical day look like?
As a Senior Solutions Engineer in Liberty IT my days are varied and always interesting. I am usually working on several things at once, so I start my day by prioritising my tasks and what I need to get done that day before catching up on my email and messages as I have a coffee.
The morning is usually when I get a chance for some focus time. I use our proprietary GPT, LibertyGPT, to help me prioritise and manage my tasks as it helps me keep on track and it even rewards me with some light-hearted encouragement when I complete each task.
My afternoons tend to be busy with meetings as I work with US-based teams who come online around 2pm our time. I usually wrap up my day by summarising what I have been doing and adding to my ‘to do’ list, so I don’t forget anything important.
I try to reserve Friday mornings for reading and/or researching as we have a no meeting policy on Fridays.
READ MORE: Tech Trailblazer: Priyanka Lingegowda, Principal Software Engineer, Liberty IT
What are you currently working on?
I am currently working on a few different projects, but the most exciting is researching how we can take our very successful Contact Centre forward using Generative AI and Conversational AI.
I'm exploring how we can leverage cutting-edge technology to create more natural, conversational customer experiences while simplifying our existing infrastructure.
What excites me most about this AI research is the potential to improve our interactions with our customer while maintaining the value that we deliver for our Contact Centre.
What inspired you to join this company in particular?
Having begun my career at a start-up, I gained valuable broad experience across the full software development lifecycle, but I felt I was missing exposure to true engineering excellence and industry best practices. Liberty IT stood out to me because of its reputation for maintaining exceptionally high technical standards and its commitment to quality. I knew that working alongside experienced engineers here would challenge me and help me develop into a more skilled professional.
Did you always want to work in this industry (tech)?
Actually, no. When I was 18, I initially wanted to go into teaching because I had such inspiring teachers at school who really made an impact on me. I started teacher training college, but after about six months, I found myself dreading the weekly teaching practice sessions. That's when I knew I needed to reassess my path.
I researched alternative degree options and narrowed it down to two fields: Radiography and Computer Science. Ultimately, I chose Computer Science because I'd always been passionate about gaming and genuinely enjoyed problem-solving challenges. I realised these interests would translate well into a tech career, and I haven't looked back since.
What’s your favourite part about your work?
What I love most about my work is the problem-solving aspect, there's genuine satisfaction in working through complex challenges and seeing solutions come to life. Even something as simple as seeing that green deployment bar gives me a real sense of joy.
I'm also energised by collaboration and working with talented team mates to tackle problems together. The continuous learning opportunities in tech really appeal to me, as I enjoy researching emerging technologies and expanding my skill set. Ultimately, there's deep satisfaction in delivering quality work and knowing you've done a job well.
What would you say to other people considering a job in this industry (tech)?
If you're naturally curious, love tackling challenges, and enjoy solving complex puzzles, then tech could be a perfect fit for you. An analytical mindset is valuable but what's equally important and sometimes overlooked are strong communication and interpersonal skills. So much of our work involves collaborating with teams, explaining technical concepts to non-technical stakeholders and working as a team to solve problems.
This industry offers incredible opportunities for continuous learning and growth so if you're someone who enjoys learning and adapting to new technologies you'll thrive in a tech career.
Who inspired you to work in this field?
I wasn't inspired by a particular person initially as I didn't know anyone working in tech at the time. However, when I was researching degree options and considering Software Engineering as a career path, I visited the University of Ulster to speak with the Director of the Computer Science department.
He was incredibly encouraging, particularly about getting more women into software engineering since he recognised women were significantly underrepresented in the field. The way he described the work and opportunities made it sound genuinely exciting and rewarding, which ultimately convinced me to enrol. His passion for both the field and for increasing diversity really resonated with me.
What do you consider to be the most important tech innovation or development in recent years?
I'd say Generative AI and Large Language Models have been the most transformative recent development. From a professional standpoint and working in the Contact Centre space, I can see the immense potential for LLMs to revolutionise customer service, from intelligent chatbots to AI assisted tools that can enhance both customer experience and operational efficiency.
What makes this particularly exciting for me is the broader potential for AI to help people with medical conditions. My nephew has Type 1 diabetes, so I'm personally invested in how LLMs could accelerate medical research, improve patient care, and help develop better treatment solutions. The ability to process vast amounts of medical data and identify patterns could lead to breakthrough treatments for diabetes and many other conditions.
How do you see this technology impacting on our lives?
I view AI as fundamentally an enabling technology that will enhance how we work and live. Rather than replacing people, I see it creating powerful tools that handle routine and repetitive tasks, allowing us to focus our energy on more interesting, creative and high-value activities.
This could transform various sectors from healthcare where AI assists with diagnostics while doctors focus on patient care, to education where it handles administrative tasks so teachers can concentrate on inspiring students. The key is thoughtful implementation that amplifies human strengths rather than replacing human judgment and creativity.
You received a nomination as part of Liberty IT’s Culture Stars initiative, tell us more about that and what this nomination meant to you?
I was so proud to have been nominated for this brilliant initiative - what made it particularly special is that it was peer nominated, so knowing that my colleagues see me as someone who contributes positively to our culture is very rewarding.
What resonated most with me about the nomination was the recognition for mentoring and fostering collaboration. I've always believed that while we work with cutting edge technology, our real strength comes from our people and how we support each other. This recognition validates that and motivates me to continue being a positive influence on our team culture.
READ MORE: From Architecture to AI: How a Career Pivot Unlocked Engineering Leadership
What tech gadget could you not live without?
I'd have to say my Alexa! It has become integral to how I manage daily life. As a parent, it's invaluable for communicating with my children throughout the house, calling them for dinner, and setting reminders to keep our family organised.
In the kitchen, it's my go to for quick measurement conversions and finding recipes. I've even integrated it with IFTTT (If This Then That) to send SMS commands that open my gates; a perfect example of how smart home automation can simplify everyday tasks.
Beyond the practical uses, it serves as our family's music hub and our go-to referee for settling those inevitable family debates about random facts. It's amazing how one device can streamline so many aspects of daily life.
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