Phil Williams
Zendesk Specialist at Ventrica
City of Edinburgh, Scotland, United Kingdom
Summary
🤩
Rockstar🎓
Top SchoolPhil Williams is a founder and seasoned Zendesk specialist with 14+ years of experience designing, implementing and optimizing multi-channel customer experience platforms for diverse industries. He combines entrepreneurial rigor from founding Optegris and Configly with hands-on technical skills in REST API integrations, automation and no-code orchestration to deliver auditable, scalable support systems. Phil has led CX teams and programs that consistently raised CSAT and operational efficiency, while also building tools (Configly) to bring enterprise-grade configuration management and Git-backed change control to non-Enterprise Zendesk users. A practical problem-solver, he has contributed to open-source NLP tooling by improving Nematus’s length-normalization logic, reflecting a background that spans both systems and applied ML engineering. Based in Edinburgh, he thrives at the intersection of product, process and platform—translating complex business needs into resilient, measurable CX outcomes.
14 years of coding experience
19 years of employment as a software developer
Tunbridge Wells Grammar School for BoysOND Electronic Engineering, OND Electronic Engineering at South Downs College of Further EducationHND Computer Aided Engineering, HND Computer Aided Engineering at Teesside University
Github Skills (6)
nlp10
tensorflow10
python10
argument-parsing9
command-line-parser9
command-line-arguments9
Programming languages (3)
Github contributions (5)
EdinburghNLP/nematus
May 2017 - Jun 2020
Open-Source Neural Machine Translation in Tensorflow
Role in this project:
Back-end Developer
Back-end DeveloperContributions:179 commits, 7 PRs, 134 pushes in 3 years 2 months
Contributions summary:Phil's primary contribution was enhancing the neural machine translation system by adding length normalization capabilities. They implemented an optional ALPHA argument to the `-n` option, enabling exponential sentence length adjustments, and integrated changes to the `nematus/translate.py`, `nematus/score.py`, and `nematus/rescore.py` files. The work involved modifying core functionalities and command-line argument parsing to align with the model's scoring process and user input.
machine-translationtranslationnmttensorflowsequence-to-sequence
pjwilliams/taco
Jul 2014 - Mar 2016
Contributions:20 commits, 7 pushes in 1 year 8 months
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