Meet the Team

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.

Richard Simpson brings over 25 years of experience in the contact centre and customer experience space, specialising in the integration of platforms that drive meaningful operational improvements. He has led the design and delivery of transformative engagement solutions for some of the most complex and high-performing service teams across a range of industries.

At Route 101, Richard plays a key role in shaping the company’s customer engagement offering - curating an industry-leading portfolio and ensuring every solution is innovative, relevant, and commercially impactful. His deep technical knowledge, strategic mindset, and commitment to continuous innovation help clients unlock new opportunities for growth and operational excellence.

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.

Kellie is a Sales Operations leader at Route 101 with over fifteen years of industry experience and more than eight years in leadership roles. She specialises in operational excellence, CRM management, and data-driven strategy, helping to streamline processes and build high-performing teams.

Kellie works closely with partners and internal stakeholders to deliver innovative, customer-focused sales and operational strategies. She turns complex data into actionable insights that support strategic decision-making and drive revenue growth.

Scott Woodland, the Head of New Business Sales at Route 101, boasts nearly two decades of experience in guiding customers to make informed technology decisions for their contact centres. Leveraging his extensive industry knowledge, Scott empowers clients to elevate their customer service standards, transforming it into a competitive advantage in the marketplace. His approach is deeply consultative, prioritising a thorough understanding of clients' business challenges to collaboratively identify the optimal solutions. 

With a commitment to delivering world-class technology solutions, Scott focuses on providing quantifiable and measurable benefits to his customers. His aim is to surpass operational and technical requirements by aligning technology choices with business objectives. Through meticulous implementation, management, and support, Scott ensures that clients receive tailored solutions that not only meet but exceed their expectations. 

With an illustrious career spanning over 20 years in Account Director roles at CCT and Capita ITS Services, Tony has honed his expertise in overseeing crucial telephony and contact centre operations.

Tony is deeply committed to proactively guiding and supporting businesses, empowering them to optimise their technology investments and achieve their strategic objectives. His approach is characterised by prioritising consistent engagement with personnel across all levels within client organisations, including executive, operational, and technical contacts. Tony's unwavering dedication to client-centric methodologies is complemented by his proficiency in a diverse range of technological solutions. This proficiency not only allows him to offer informed advice but also to keep client teams updated with pertinent technological advancements tailored to their specific needs.

As the Head of Finance and Company Accountant, Amy is at the helm of all financial operations at Route 101. Her extensive experience of over 18 years in finance, including 15 years in team management, underscores her exceptional attention to detail and strategic acumen.

Amy's responsibilities encompass the entire spectrum of financial management. She expertly produces Management Accounts, oversees her dedicated team, and coordinates the company payroll with precision. Her keen oversight ensures that all financial matters are handled efficiently and accurately, keeping Route 101 on a steady course toward its financial goals.

James Timms is a seasoned IT executive with two decades of experience driving IT service and infrastructure transformations. His background includes working in fast-growing environments across BPO, ITO, CCO, government operations, and security compliance, including Data Protection and GDPR. James also has extensive experience in outsourcing and optimisation.

Since May 2025, James has been Managing Director at Route 101, where he leads strategic initiatives and delivery for public sector clients. Before joining Route 101, he worked as a consultant specialising in service mobilisation for major client contracts. James was also Chief Information Officer at Teleperformance, focusing on digital strategy and operational excellence.

David Beattie is a CIMA-qualified finance leader with over 20 years of experience in accounting, finance, and change management across the financial services and IT sectors. He has successfully led Finance and Change teams in both SMEs and large organisations, specialising in designing and implementing finance solutions, including complex systems migrations. 

At Route 101, he applies his expertise to support finance transformation initiatives, business reporting improvements, and performance optimisation, helping organisations navigate change and deliver impactful results.

Fiona Virtue, Commercial Director at Route 101, leads commercial strategy and business growth initiatives. With over 15 years of experience in Customer Experience (CX), she has honed her skills in account management, channel development, and new business acquisition. Fiona has worked extensively with both vendors and resellers, providing a unique perspective on the industry. Her career includes successful sales to large enterprises and public sector organisations. Fiona's strategic approach supports Route 101’s mission to enhance customer engagement and operational performance, focusing on building lasting client relationships and delivering value-driven solutions.