Two Decades In Tech: A Day In The Life Of A Senior Solutions Engineer

Engineering Excellence & Skills That Stand The Test Of Time 

From early web applications to cloud-native systems and now Generative AI, technology has changed dramatically over the past twenty years, with innovation accelerating at an unprecedented speed. At Liberty IT, Susan has seen that evolution firsthand.  

With more than 25 years in the industry and two decades with us, she has grown alongside the organisation, building solutions, mentoring others and, most recently, being nominated as part of our Culture Stars initiative. We caught up with Susan to find out what a typical day looks like today and find out what two decades in tech have taught her. 

Starting The Day With Focus And Structure 

Susan, what does a typical day look like for you at Liberty IT? 

My days are varied and always interesting, which is something I really value and enjoy. I’m usually working on several things at once, so I start by prioritising what needs to get done before catching up on emails and messages over a coffee. Mornings are usually when I get my focus time. Afternoons tend to be meeting-heavy because I collaborate closely with our US-based teams, who come online around 2pm. I wrap up the day by summarising what I’ve been working on and updating my to-do list so nothing slips through the cracks. And because I work compressed hours, I reserve Friday mornings for reading and research and then enjoy Friday afternoons off. 

From Start-Up Beginnings To Engineering Excellence 

You’ve been in tech for over two and a half decades. What inspired you to join Liberty IT? 

Having begun my career at a start-up, I gained valuable broad experience across the full software development lifecycle, but I felt I was missing exposure to true engineering excellence and industry best practices. Liberty IT had a strong reputation for maintaining high technical standards and a real commitment to quality. I knew that working alongside experienced engineers here would challenge me and help me grow. That’s exactly what happened. Over the last 20 years, I’ve worked on a wide range of projects and progressed through different roles, constantly learning. 

Building The Contact Centre Of The Future 

Any interesting projects you’re currently working on? 

One of the most exciting projects I’m involved in right now is researching how we can evolve our Contact Centre using Generative AI and Conversational AI. We’re exploring how to leverage cutting-edge technology to create more natural, conversational customer experiences while simplifying parts of our existing infrastructure. It’s not about replacing people. It’s about enabling better, more efficient interactions and delivering value in smarter ways. 

From your perspective, what makes AI such a transformative development right now? 

AI and large language models are among the most transformative developments in recent years. In the Contact Centre space especially, they have huge potential, from intelligent assistants to tools that enhance operational efficiency. What excites me most is the broader potential too, particularly in areas like healthcare, where AI could accelerate research and improve patient outcomes. 

Engineering Standards Still Matter 

With so much hype around AI, what fundamentals still matter most? 

Engineering excellence doesn’t go out of style. Even with AI, you still need strong foundations, clean architecture, clear documentation, robust testing and thoughtful design. AI is an enabling technology by handling routine tasks and supporting us in new ways, but it doesn’t replace judgment or creativity. You still need people who understand systems deeply and can make good decisions about when and how to apply new tools. One of the biggest lessons I’ve learned is that quality matters. 

After 25 years in tech, what skills have proven most valuable? 

Tools evolve, but fundamentals remain the same, and problem-solving has always been at the heart of it. I genuinely love working through complex challenges and seeing solutions come to life. Curiosity is huge too. Technology never stands still, so you need to be willing to learn, research and adapt. Communication is equally important. So much of our work involves collaborating with teams and explaining technical concepts to non-technical stakeholders. An analytical mindset helps, but strong interpersonal skills are just as critical. Tech is a team sport. 

From Teaching Aspirations To Mentoring Others 

You originally considered a career in teaching. Does that influence your work today? 

Absolutely. When I was 18, I initially wanted to become a teacher because I had inspiring teachers who made a big impact on me. Although I eventually pivoted into Computer Science, that desire to support and encourage others has stayed with me. Mentoring and fostering collaboration are really important to me. That’s why being nominated as part of Liberty IT’s Culture Stars initiative meant so much. It was peer-nominated, which made it incredibly special. Knowing colleagues see you as someone who contributes positively to the culture is very rewarding. At the end of the day, while we work with cutting-edge technology, our real strength comes from our people and how we support each other. 

Advice For A Career In Tech In 2026 

What would you say to someone considering a tech career today? 

If you're naturally curious, love tackling challenges, and enjoy solving complex puzzles, then tech could be a great fit. You don’t have to know everything up front, as this industry offers incredible opportunities for growth. What matters is your mindset, being open to change, willing to adapt and eager to keep learning. Also, to keep in mind that tech isn’t just about coding, it’s about collaboration, communication and creativity. 

Build Solutions That Last With Us 

More than twenty five years in tech have taught Susan that while technologies evolve, strong foundations endure. Engineering excellence, curiosity, collaboration and thoughtful leadership remain at the core of meaningful impact. 

If you’re interested in working alongside experienced engineers who value quality, growth and collaboration, a great first step is exploring careers at Liberty IT. We’d love to see how your tech journey unfolds.