Feb 2026 – Present · 3 mos

Dec 2023 – Mar 2026 · 2 yrs 3 mos

• 𝐏𝐢𝐨𝐧𝐞𝐞𝐫𝐢𝐧𝐠 𝐭𝐡𝐞 "𝐅𝐮𝐥𝐥𝐲 𝐀𝐮𝐭𝐨𝐧𝐨𝐦𝐨𝐮𝐬" 𝐀𝐫𝐜𝐡𝐢𝐭𝐞𝐜𝐭𝐮𝐫𝐞:
• The Innovation: Architected the Case Management Agent (CMA) and Caseless Knowledge Harvesting engine. This sentinel system autonomously reads, enriches, and resolves customer issues without human intervention.
• The Scale: Scaled Async Agent operations to 257 Million+ executions with 99.94% reliability.
• The Value: Engineered the systems projected to save $500M in support costs, replacing manual operational toil with intelligent Agentic workflows.
• 𝐃𝐞𝐥𝐢𝐯𝐞𝐫𝐢𝐧𝐠 𝐄𝐧𝐭𝐞𝐫𝐩𝐫𝐢𝐬𝐞 𝐋𝟑/𝐋𝟒 𝐀𝐮𝐭𝐨𝐧𝐨𝐦𝐲:
• The Win: Led the strategic "Zero-to-One" implementation, designing custom L3/L4 agents to target an 80% reduction in operational costs.
• The Metric: Deployed "Case Follow-Up" agents to production handling 30%+ production volume, achieving a 17% increase in throughput and 94% UAT pass rate.
• The Tech: Orchestrated the "V2 Connector" architecture that unblocked long-running custom agents, enabling true "fire-and-forget" automation for Fortune 500 customers.
• 𝐄𝐧𝐠𝐢𝐧𝐞𝐞𝐫𝐢𝐧𝐠 "𝐆𝐞𝐧𝐀𝐈-𝐚𝐭-𝐒𝐜𝐚𝐥𝐞":
• The Performance: Optimized "Caseless Knowledge Harvesting" to reduce authoring time by 88% (from 4 hours to 32 mins) while maintaining 75%+ accuracy.
• The Reliability: Achieved 4-Nines (99.99%) Reliability for critical Async ARC plugins, ensuring that "Agentic AI" is not just experimental, but mission-critical ready.
• The Security: Led the "Security-First" AI implementation, designing the authentication model for Invoker-Based Creds to honor strict Dataverse role privileges for autonomous agents.
• 𝐂𝐮𝐥𝐭𝐮𝐫𝐞 & 𝐋𝐞𝐚𝐝𝐞𝐫𝐬𝐡𝐢𝐩:
• The Transformation: Reshaped the org culture into an "AI-First" unit, introducing Simulation-First Deployment and LLM Evals as standard engineering practices.
• My team builds the 'digital workers' that act with 99.9% reliability, driving a fundamental shift in how the world's largest companies handle customer service.

May 2022 – Dec 2023 · 1 yr 7 mos

• 𝐄𝐧𝐠𝐢𝐧𝐞𝐞𝐫𝐢𝐧𝐠 "𝐏𝐫𝐨𝐝𝐮𝐜𝐭-𝐋𝐞𝐝 𝐆𝐫𝐨𝐰𝐭𝐡" (𝐓𝐡𝐞 "𝐃𝐞𝐟𝐚𝐮𝐥𝐭 𝐎𝐧" 𝐒𝐭𝐫𝐚𝐭𝐞𝐠𝐲):
• The Strategy: Led the technical execution of the "Default On" initiative for Teams Embed Chat, orchestrating changes across 18 different repositories and architectures.
• The Metric: Propelled user adoption to 200,000+ Monthly Active Users (MAU) and 30,000+ Daily Active Users, driving a 37% engagement rate (users starting new linked chats).
• The Safety Net: Architected the "Feature Control Settings" (FCS) framework, enabling granular "Geo-filtering" and "Tenant-Whitelisting." This allowed us to control features for specific government clouds (GCC/DoD) without rolling back code, ensuring 99.99% release stability.
• 𝐇𝐲𝐩𝐞𝐫-𝐒𝐜𝐚𝐥𝐞 𝐏𝐞𝐫𝐟𝐨𝐫𝐦𝐚𝐧𝐜𝐞 𝐎𝐩𝐭𝐢𝐦𝐢𝐳𝐚𝐭𝐢𝐨𝐧:
• The Problem: A strategic customer (MSC) with 3M+ accounts faced unacceptable 14-second search latencies, blocking a critical go-live.
• The Impact: Reduced latency by 78% (from 14s to <3s), enabling a successful Day-1 launch for 224 agents creating 200+ cases daily.
• The Binary Optimization: Slashed plugin assembly size by ~50% (19MB to <10MB), preventing platform "explosion" and enabling future extensibility for the Bot Connector.
• 𝐀𝐫𝐜𝐡𝐢𝐭𝐞𝐜𝐭𝐢𝐧𝐠 "𝐂𝐫𝐨𝐬𝐬-𝐁𝐨𝐮𝐧𝐝𝐚𝐫𝐲" 𝐈𝐧𝐧𝐨𝐯𝐚𝐭𝐢𝐨𝐧𝐬:
• Join Me on Teams: Architected the solution infrastructure for the "Join Me on Teams" launch, enabling seamless screen-sharing initiation from voice calls. Scaled to 42,000+ meetings across 2000 orgs.
• 𝐂𝐫𝐚𝐜𝐤𝐢𝐧𝐠 𝐭𝐡𝐞 "𝐂𝐫𝐨𝐬𝐬-𝐓𝐞𝐧𝐚𝐧𝐭" 𝐁𝐚𝐫𝐫𝐢𝐞𝐫 (𝐏𝐫𝐨𝐣𝐞𝐜𝐭 𝐂𝟐 𝐂𝐡𝐚𝐭):
• The Challenge: Agents were blocked from chatting with customers on external tenants, forcing them to switch tools and lose context.
• The Architecture: Spearheaded a "Zero-to-One" R&D initiative to breach this boundary. I architected a novel integration using Substrate APIs, MS Graph, and the Teams Middle Tier, successfully bypassing standard tenant isolation protocols.

May 2020 – May 2022 · 2 yrs

• 𝐈𝐧𝐯𝐞𝐧𝐭𝐢𝐧𝐠 𝐭𝐡𝐞 "𝐆𝐮𝐢𝐝𝐞𝐝 𝐒𝐞𝐭𝐮𝐩" (𝐓𝐡𝐞 "𝐓𝐮𝐫𝐛𝐨𝐓𝐚𝐱" 𝐟𝐨𝐫 𝐄𝐧𝐭𝐞𝐫𝐩𝐫𝐢𝐬𝐞):
• The Metric: Slashed "Zero-to-Live" contact center deployment time by 95% (from >24 hours to <30 minutes).
• The UX Overhaul: Reduced administrative friction from 80 clicks to <16 clicks, eliminating the need for 5+ documentation articles per deployment.
• The Scale: Achieved immediate product-market fit with 426 production deployments across 236 enterprise organizations within weeks of the preview launch.
• 𝐀𝐫𝐜𝐡𝐢𝐭𝐞𝐜𝐭𝐢𝐧𝐠 𝐭𝐡𝐞 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐒𝐞𝐫𝐯𝐢𝐜𝐞 𝐀𝐝𝐦𝐢𝐧 𝐂𝐞𝐧𝐭𝐞𝐫 (𝐂𝐒𝐀𝐂):
• The work: Architected the admin experience with over 64 controls in a seamless cohesive UI
• The Growth: Led the engineering of the Unified Admin App that scaled to 850,000+ Monthly Active Users (MAU) immediately post-GA.
• The Quality: Engineered a "Zero Footprint" E2E automation suite achieving 100% test coverage for critical paths without polluting production tenants.
• The Reach: Managed the localization architecture for 500k+ unique content strings, ensuring seamless global rollout across all supported markets.
• 𝐏𝐢𝐨𝐧𝐞𝐞𝐫𝐢𝐧𝐠 "𝐅𝐢𝐫𝐬𝐭-𝐏𝐚𝐫𝐭𝐲" 𝐂𝐥𝐨𝐮𝐝 𝐈𝐧𝐭𝐞𝐠𝐫𝐚𝐭𝐢𝐨𝐧 (𝐀𝐳𝐮𝐫𝐞 + 𝐃𝐲𝐧𝐚𝐦𝐢𝐜𝐬):
• The Innovation: Engineered the "Azure-to-Dynamics" bridge, allowing admins to provision Azure Communication Services (ACS) resources directly within the CRM.
• The Result: Filed a patent for this cross-cloud provisioning logic , which became the architectural backbone of the "All-in-One Digital Contact Center" launched at Ignite 2021.
• 𝐄𝐧𝐠𝐢𝐧𝐞𝐞𝐫𝐢𝐧𝐠 𝐂𝐮𝐥𝐭𝐮𝐫𝐞 & 𝐕𝐞𝐥𝐨𝐜𝐢𝐭𝐲:
• The Efficiency: Created a "7-Day Ramp-Up" buddy program roadmap that enabled new hires to ship production code in <2 weeks (vs. the standard 12 weeks).
• The Standard: Delivered one of the most complex custom controls in the organization with Zero Accessibility (A11Y) violations at launch, setting a new bar for inclusive engineering.

Apr 2018 – May 2020 · 2 yrs 1 mo

• 𝐄𝐧𝐠𝐢𝐧𝐞𝐞𝐫𝐢𝐧𝐠 𝐑𝐞𝐯𝐞𝐧𝐮𝐞 𝐒𝐭𝐫𝐞𝐚𝐦𝐬 𝐚𝐭 𝐒𝐜𝐚𝐥𝐞:
• Orchestrated the "Buy Online, Pickup In-Store" (BOPIS) architecture for Australia, unlocking $126k in immediate revenue (7% of total region revenue) and creating a reusable blueprint adopted across EU, CA, and GB markets.
• Scaled support infrastructure for Xbox Mixer, seamlessly onboarding 20 million active users to Microsoft Support by engineering a lightweight profile payload system.
• 𝐎𝐩𝐞𝐫𝐚𝐭𝐢𝐨𝐧𝐚𝐥 𝐄𝐱𝐜𝐞𝐥𝐥𝐞𝐧𝐜𝐞 & 𝐀𝐮𝐭𝐨𝐦𝐚𝐭𝐢𝐨𝐧:
• Eliminated PayOps escalations (reduced to zero) by designing the "Multi-Refund" feature for CMAT, enabling agents to batch-process 100+ transactions instantly. This solved a critical bottleneck flagged by senior leadership.
• Revolutionized Developer Velocity (DevOps): Slashed environment provisioning time by 85% (from 5 hours to <60 mins), enabling faster iteration loops for the entire Knowledge Management (KM) org.
• 𝐀𝐫𝐜𝐡𝐢𝐭𝐞𝐜𝐭𝐢𝐧𝐠 "𝐙𝐞𝐫𝐨-𝐭𝐨-𝐎𝐧𝐞" 𝐏𝐥𝐚𝐭𝐟𝐨𝐫𝐦𝐬:
• Pioneered the Unified Routing & Modern OmniChannel Admin experience. Led the end-to-end integration from inception to Private Preview in just 4 months. Delivered a "moment in history" feature that allowed customers to configure voice routing in minutes rather than days.
• Architected the "Standalone Search" engine, decoupling Knowledge Management from legacy case contexts. This moved the product toward a true "Application-Platform" separation, directly driving increase Monthly Active Users (MAU) by ~300k and enabling smoother incremental updates.
• 𝐐𝐮𝐚𝐥𝐢𝐭𝐲 & 𝐂𝐮𝐥𝐭𝐮𝐫𝐞 𝐋𝐞𝐚𝐝𝐞𝐫𝐬𝐡𝐢𝐩:
• Fortified System Reliability: Automated "Fortification Testing" for Tier-1 agents, reducing post-deployment Live Site incidents to near zero and establishing the "Gold Standard" for the Service Desk test pipeline with API reliability at ATH 99.999% for over 30M whilst ensuring product is WCAG 2.1 compliant by instrumenting accessibility testing scalable infra