Oct 2020 – Present · 5 yrs 7 mos

• Senior Engineering Leader | AI Platform & Autonomous Systems
• I lead the engineering teams building the AI platforms that enable autonomy across Microsoft’s customer service ecosystem, fundamentally reducing human dependency in resolution workflows and reimagining global customer service.
• Our focus is on transforming traditional escalation models into agentic, platform-driven outcomes that deliver faster resolution, lower operational cost, and higher customer satisfaction. We treat support as the ultimate proving ground for autonomy at scale, deploying intelligent routing, L3 resolution, and AI-augmented workflows that meaningfully reduce assisted volume.
• Crucially, the platform is architected for extensibility and citizen development. I drive the strategy for our Agent Catalog, allowing partner and domain teams to securely build, register, and plug-in their own resolution agents. This includes building out the necessary governance infrastructure for health and compliance monitoring of these agents, alongside systems for running and reporting key evaluation metrics (evals).
• As a strategic leader, I also drive critical cross-organizational initiatives advancing sovereign and government cloud readiness, security, and reliability. This involves partnering closely with many compliance teams to ensure our AI systems meet the highest standards of trust, isolation, and operational excellence globally.
• Ultimately, these platform investments are evolving customer service from a cost center into an embedded product capability - laying the foundation for the next generation of AI-driven, autonomous customer experiences across Microsoft.

Feb 2015 – Oct 2020 · 5 yrs 8 mos

• Manage a development team that works on building, deploying, and managing large scale, loosely coupled and distributed systems that enable next generation support experience for Microsoft devices, software products, and services.
• Managing a team of Engineering Managers and software engineers, responsible for their goals, objectives, career growth, and performance appraisal.
• Currently working on cloud based contact center vertical offering that supports chat - virtual and direct, callback, and email channels and a scalable tenant-based highly customizable case management system that powers all microsoft support scenarios for consumer and enterprise customers.

Mar 2011 – Feb 2015 · 3 yrs 11 mos

• In this role, I led a software engineering development team in executing strategic goals and priorities. I managed multiple simultaneous technical design, development schedules, project planning, and other elements while simultaneously providing in-depth technical expertise across key initiatives, services, and channels.

Apr 2001 – Mar 2011 · 9 yrs 11 mos

• In these roles, I designed and developed end-to-end business applications and features from initial feasibility studies to architecture, design, and implementation. I created development standards and best practices, facilitated knowledge sharing sessions, and collaborated across product and project management teams to align designs with broader department and company visions.