Russell first had the idea for a next-generation contact centre technology provider whilst on a road trip along Route 101 - it’s where we got our name. A communications industry veteran, Russell founded his former company Call Centre Technology (CCT) in 1997 and ran it for 14 years until it was acquired by Capita IT Services. He was appointed Sales Director and remained with the business for another year before taking the now-infamous road trip along the West Coast and founding our business in 2012.
With a passion for customer engagement, Russell works closely alongside our team to ensure that we consistently deliver the very best results for our customers.
Ken joined Route 101 back in November 2017, taking over as COO in June 2020. Prior to joining, Ken worked with Russ and other members of the team as a customer and colleague for over 20 years. As COO, Ken is responsible for the entire Route 101 operation post-sale – including the Professional Services, Project Management, Customer Support, Finance and Legal functions.
As a chartered fellow of the British Computer Society Ken has held senior roles at Eduserv, Capita Group, SunGard Public Sector and Defence Support Group, focussing on Service Management, IT Professional Services and Project Management mainly in IT outsourcing environments.
Martin heads up our Contact Centre and Unified Communications practice – he’s responsible for the successful delivery and implementation of our contact centre and UC projects and ensures that they run smoothly and deliver against requirements.
Prior to joining our team in 2015, Martin worked for Russell’s previous venture CCT as Services Director. He’s an extremely capable and experienced project manager and works hard to consistently deliver the best experiences to our customers
Peter leads the CX Shared Services practice at Route 101, overseeing the delivery of services spanning WEM, AI, software development, and bespoke app development.
Before taking on this role, Peter led Route 101’s Zendesk Team, managing all post-sales consultancy and delivery of enterprise Zendesk solutions. He played a pivotal role in developing the Zendesk partnership, helping Route 101 achieve recognition as a Zendesk Master Partner and Master Implementation Partner.
Peter has held numerous senior transformation roles in large Enterprise organisations, Bristol Community Health, Amazon (AWS) and Thomson Reuters to name a few. Peter joined our team in 2019, and prior to joining worked with us on several large bids and dealt with us as a customer for several years.
James leads the Zendesk Practice at Route 101, overseeing department operations and client projects.
James joined Route 101 in 2024, bringing extensive experience from roles at large-scale organisations such as Shell Energy and First Utility. With a strong background in software engineering and leadership, he has successfully driven software development initiatives and digital transformation projects.
Specialising in customer-centric solutions and operational optimisation, James excels in implementing strategic business initiatives and integrating advanced technologies like Zendesk. His approach combines technical expertise with a commitment to delivering measurable business outcomes.
Dan leads the Route 101 Amazon CX Practice, overseeing implementations and the Route 101 Experience Platform (REX).
With over 20 years of experience in the voice and cybersecurity industry, Dan has developed deep expertise in designing and delivering scalable, secure, and cost-effective solutions across various sectors. He is also an accomplished author and instructor for LinkedIn Learning, having created and delivered the first Amazon Connect training videos, which have reached thousands of learners worldwide.
Dan’s achievements include receiving the UKI Amazon Connect Partner of the Year Award in 2021 and holding multiple AWS Professional and Specialty certifications, underscoring his commitment to excellence and innovation in the field.
As Head of Customer Support David is responsible for managing the Route 101 support team. He is passionate about delivering exceptional customer experience, working collaboratively with our partners to provide an assured service across all our platforms. He also runs regular customer service reviews and identifies continuous improvement opportunities for our customers.
He joined Route 101 in 2020 having worked for many years in the mobile sector and previously completed an MBA at Henley Business School. His previous roles have always been focused on technology within an ITIL Framework and include Service Management, Transition Management and Project Delivery roles at Vodafone, EE and BT, as well as leading Network Management and Service Operations functions at Energis, EE and at Ericsson.
As our Company Accountant, Amy is responsible for everything finance. As the head of our Finance team, nothing gets past her!
Whether she’s producing the Management Accounts, raising invoices or (most importantly) coordinating the company payroll, Amy’s the one with her finger on the pulse.
