Shaunna Ruddick

‘Shaunna's career journey is a testament to the power of transferable skills’

Part of the Tech Women Celebration 50 – a curated list of some of the most inspirational women working at all levels of tech

Shaunna Ruddick (Wilson) is a Workforce Engagement Management (WEM) Consultant at Route 101, a leading CX technology systems integrator. She specialises in advising enterprise clients on the selection, implementation, and optimisation of workforce management platforms - helping them unlock productivity gains and deliver more responsive, customer-centric operations.

With over a decade of experience in contact centre planning, real-time operations, and forecasting, Shaunna brings deep domain expertise and a practical understanding of how technology can transform service delivery. Her career spans roles in both operational and consultancy settings, giving her a unique perspective on the challenges and opportunities facing modern contact centres.

At Route 101, Shaunna plays a pivotal role in guiding clients through complex technology decisions, ensuring solutions are fit for purpose and future-ready. She is passionate about making WEM technology accessible and impactful and is a strong advocate for inclusive innovation in the tech sector. Shaunna's ability to bridge technical insight with operational reality makes her a trusted advisor and a standout contributor to the industry. Her work is helping shape the future of workforce engagement - one implementation at a time.

What do you consider the nominees biggest achievement to date?

Shaunna has been instrumental in shaping Route 101’s Workforce Engagement Management (WEM) proposition, establishing herself as a trusted advisor and authority on WEM technologies. Her standout achievement is transforming Route 101’s WEM footprint in response to new market entrants, evolving portfolios, and growing demand for integrated solutions. Leading this change, she expanded her expertise across multiple platforms, becoming a recognised strategic voice on WEM.

Shaunna has moved beyond single-platform expertise to influence Route 101’s WEM strategy, guiding clients through complex technology decisions and shaping how customisation enhances tech stacks. Her strength lies in translating operational challenges into technology solutions, driving impact across sectors. Notably, she led a major WEM transformation for a leading broadband provider, delivering improved performance and stronger alignment through a tailored adoption strategy.

Her work with enterprise retail clients has boosted technology engagement and results, while her growing reputation has made her a sought-after expert in new business pursuits. Beyond tangible results, Shaunna has elevated WEM’s role in the broader CX technology landscape, helping Route 101 build a differentiated, people-focused offering that champions practical innovation and performance-driven transformation.

What is the most significant challenge the nominee has overcome?

Shaunna’s greatest hurdle overcome on her path to becoming a recognised authority in Workforce Engagement Management (WEM) technology, was her non-traditional background, often within male-dominated environments marked by gender bias and inequality. Starting in telemarketing and sales, she faced income disparity and unconscious bias, which only strengthened her determination to prove her capabilities.

Her route into technology was unconventional yet driven by curiosity and adaptability. Progressing from dialler analyst to resource planning, she seized every learning opportunity, later refining her expertise at Booking.com and Business Systems UK. Joining Route 101 presented a new challenge - entering a newly formed department and quickly mastering an expanding range of WEM tools to meet client demand for integrated solutions.

Through resilience and continuous learning, Shaunna has evolved from a single-technology specialist to a trusted advisor across the WEM landscape. Her journey exemplifies how adaptability and perseverance can overcome barriers, inspiring others to pursue success in technology through inclusive and innovative thinking.

Tell us something about the nominee people would find surprising

What many people find surprising about Shaunna is the unconventional path she took into technology. Shaunna originally trained and worked as an actress- including performing abroad in a live danger show. Her early professional experiences were far removed from the world of tech, and she did not have a university degree when she started out.

Instead of following a traditional route, Shaunna relied on her adaptability, resilience, and willingness to learn. She transitioned from the performing arts into telemarketing and sales and then carved out a niche in dialler analytics and resource planning.

Her journey is a testament to the power of transferable skills - confidence, communication, and quick thinking, which she now applies to complex technology projects and client engagements.

Shaunna's story challenges the stereotype of what a technologist looks like. Her background brings a unique perspective to her work, and her success demonstrates that passion, curiosity, and determination can open doors in technology, regardless of where you start.