Jan 2026 – Present · 3 mos

Mar 2023 – Feb 2026 · 2 yrs 11 mos

• Generative AI to boost the productivity of Live Agent and Platform
• Established a formidable presence for the Agent Persona team at IDC, spearheading the development and management of Advanced Work Assignment, Agent Chat, and cutting-edge Agent Generative AI features such as Chat Summarization, Chat Recommendation, and the Now Assist context menu.
• Rapidly built a high-performing team of 10 engineers within six months, driving the accelerated growth and success of these features while creating significant opportunities for team members.
• Co-architected and executed the features Chat Summarization, Chat Reply Recommendation and the Now Assist context menu from scratch.
• The Now Assist context menu is a platform layer experience with Generative AI, completed end-to-end within three sprints using minimal resources. This initiative has been a focus for the second half of 2024, providing a low-code user interaction with Generative AI and advancing ServiceNow’s co-pilot functionality objectives.

Mar 2021 – Feb 2023 · 1 yr 11 mos

• Live Agent and the Routing Engine.
• Established the Agent Persona team in IDC from its inception, growing it to four members and playing a crucial role in its foundation.
• Contributed to various store application releases by guiding the team on release processes and ensuring flawless execution.
• Managed a team of four contractors to improve IT test coverage of the entire Conversation Platform from 30% to 80%, resulting in receiving the esteemed Jazz Award from ServiceNow for outstanding planning and execution.
• Conceptualized and implemented the Seismic reimagination of the NLU Workbench, leading to significant improvements in functionality and efficiency.

Aug 2018 – Feb 2021 · 2 yrs 6 mos

• Conversation Interfaces - Building Virtual Agent
• I was part of the initial Virtual Agent Team that started in IDC and have worked on products like Connect Chat, Connect Support Chat, Virtual Agent Web Client, Virtual Agent Server, Custom Adapter Framework.
• I was opportune to be part of these teams that were built from scratch in IDC, was also a zeroth member of the Voice adapters integrated with ServiceNow.
• JAVA, Platform Scripting, Servicenow Frontend / React