Feb 2026 – Present · 1 mo

• 1. Designing always-on orchestration engines that handle event-driven, schedule-based, and API-triggered workflows across ITSM, GRC, and CMDB domains
• 2. Architecting infrastructure intelligence platforms that transform static configuration management into self-healing, continuously reconciled systems driven by real-time observability signals
• 3. Building cross-platform AI agent integration frameworks that operate across enterprise boundaries with strong audit trail integrity, token lifecycle management, and compliance by design
• 4. Leading domain-specialized language model development using parameter-efficient fine-tuning, achieving frontier model parity at significantly reduced cost while preserving data sovereignty
• 5. Defining multi-agent coordination patterns and human in the loop architectures for enterprise-grade AI workflows where reliability and compliance are non-negotiable
• 6. Driving GRC automation through autonomous agent execution patterns that operationalize risk and compliance lifecycle management at scale
• 7. Architecting catalog orchestration systems that progressively expand coverage and reduce manual intervention across complex service delivery workflows
• 8. Building automated compliance scanning frameworks that continuously evaluate IT business processes against policy, with structured violation detection and remediation tracking​​​​​​​​​​​​​​​​

Jul 2024 – Feb 2026 · 1 yr 7 mos

• 🧑‍💻 Spearheading AI initiatives for Service Cloud in Salesforce, driving innovation to enhance agent productivity and customer engagement through deeply embedded AI capabilities. Built AI features that augment Service Cloud agents with real-time recommendations, proactive automation, intelligent responses, and next-best actions, powered by a blend of traditional AI and generative AI.
• Collaborated across product and engineering teams to embed AI-driven actions directly into service workflows, making agent experiences more intuitive, efficient, and outcome-focused.
• 🚀 Built Customer Experience Intelligence —a transformative solution that consolidates customer interactions from diverse channels like Voice, Chat, Surveys, and Social Media. CXI goes beyond data aggregation, generating actionable insights to empower customer success leaders and agents to anticipate needs, respond proactively, and elevate customer satisfaction.
• 🌟 Built on the robust AgentForce platform, CXI combines the strengths of Traditional AI with the creativity of Generative AI, making it a cutting-edge tool for modern customer engagement.

Dec 2020 – Jul 2024 · 3 yrs 7 mos

• 🚀 Leading the design of off-core services, Copilot Actions, and Unified Engagement Model for the first cross-cloud initiative between Industries and Service Clouds.
• 📜 Spearheaded GenAI initiatives, developing Contracts AI for automated contract extraction and clause generation, showcased at Dreamforce '23, achieving 74% accuracy. Built and shipped Copilot Actions across various industry verticals.
• 💬 Designed scalable, API-first NLP services using AWS and LLMs, enhancing text analysis capabilities for various industry clouds.
• 📄 Enhanced Intelligent Document Reader (market leading OCR solution) with new features like Queries and Tables support, AWS Analyze ID integration, and API-first approach, driving customer satisfaction.
• 📝 Launched Sentiment Insights, leveraging AWS Comprehend, widely adopted by internal teams and customers for text sentiment analysis.