Iain M.
About Iain M.
Iain M. is an Operations Senior Solutions Architect at Trainline, where he has worked since 2021. He has extensive experience in telephony architecture and has held various roles in technology and research over his career, including positions at Graham Technology plc and Scottish Widows.
Work at Trainline
Iain M. currently holds the position of Operations Senior Solutions Architect at Trainline, a role he has occupied since 2021. His tenure at Trainline spans over three years and is based in Edinburgh, Scotland. Prior to his current role, he served as a Solution Architect from 2012 to 2021 and as a Customer Experience Manager from 2009 to 2012. His extensive experience at Trainline contributes to his expertise in operations and solutions architecture within the travel technology sector.
Education and Expertise
Iain M. has a strong educational background in engineering and information systems. He earned a BEng (Hons) in Information Systems Engineering from Heriot-Watt University between 1990 and 1994. He furthered his studies at The University of Edinburgh, where he obtained a PhD in Electrical Engineering from 1994 to 2000. His expertise includes telephony architecture, encompassing CTI, SIP/VoIP, WebRTC, and VoiceXML, as well as statistical analysis and usability research.
Background
Iain M. has a diverse professional background, having worked in various roles across multiple organizations. He began his career as a Senior Research Fellow at The University of Edinburgh from 1994 to 2003. He later held positions at Graham Technology plc and Scottish Widows, where he gained experience in research, program management, and solution architecture. His work history reflects a commitment to advancing technology and improving customer experiences.
Achievements
Iain M. authored a book titled 'Designing Usable CRM Software in the Contact Centre', contributing to the field of customer relationship management. He is also involved in research areas such as usability, signal processing, automated speech and language, and emotion recognition. Additionally, he serves as an EU Expert Witness/Reviewer, indicating his recognized expertise in his field.