Jude Christopher Danso

Software Engineer on a large-scale Workforce Management (WFM) platform used by enterprise contact centres to manage agent scheduling, availability, leave planning, and shift operations at scale. Responsible for building and maintaining backend services supporting business-critical workforce workflows, working primarily with C#/.NET, REST APIs, and relational databases.

Delivered core functionality across both admin-facing and user-facing modules, ensuring solutions were secure, scalable, and aligned with operational and compliance requirements.

Worked closely with Product Managers, Business Analysts, and cross-functional engineering teams to refine requirements and translate customer needs into well-defined Jira stories, technical designs, and implementable deliverables. Contributed to complex scheduling features including shift swaps, recurring availability rules, team scheduling, leave management, and user access control, supporting real-world workforce constraints in high-volume environments.

Designed and optimised PostgreSQL schemas and queries for high-throughput modules, introducing Redis caching strategies to improve performance and responsiveness in time-sensitive scheduling operations. Played an active role in release readiness, documentation, and continuous delivery practices, improving team communication and delivery predictability through structured sprint planning and retrospectives.

Support-Focused Contribution: Alongside feature delivery, supported platform reliability by improving observability through structured logging and monitoring with Grafana Loki, assisting with production issue triage, log-based root cause investigation, and collaborating on timely resolutions to maintain operational stability for customer-critical systems.

Appointed as Epic Owner for major workforce scheduling and availability workstreams, acting as the bridge between customer requirements, project management, business analysis, and engineering delivery.

Owned end-to-end refinement and coordination of epics within a large-scale enterprise WFM product used in high-volume contact centre environments.Led the translation of operational and customer needs into clear delivery plans by breaking down epics into structured Jira stories, defining acceptance criteria, assessing feasibility, and identifying technical dependencies and risks.

Partnered closely with Project Managers and Business Analysts to ensure prioritisation aligned with roadmap goals, stakeholder expectations, and compliance requirements.Facilitated backlog grooming and sprint planning discussions, ensuring engineering work was well-scoped, actionable, and traceable to business outcomes.

Served as the primary technical point of contact for stakeholders throughout the delivery lifecycle, supporting progress tracking, cross-team communication, and successful release execution.

Completed an intensive training programme in C++ and software engineering fundamentals with Wiley Edge (formally known as mthree) before being placed at Amadeus, a global leader in air travel and airline management technology.

Worked within large-scale backend environments supporting mission-critical systems where reliability, accuracy, and regulated delivery processes were essential.

Contributed to the modernisation of legacy testing and automation workflows by updating and maintaining regression test scripts using Python, improving consistency and long-term maintainability. Supported platform stability by executing regression cycles, validating system behaviour, and ensuring changes met quality standards before release into production environments.

Gained early exposure to enterprise-scale architecture, structured engineering practices, and collaborative delivery models involving developers, QA teams, and operational stakeholders. Developed strong foundations in troubleshooting, technical documentation, and quality-focused delivery within high-availability systems.