Oct 2018 – Present · 7 yrs 8 mos · Hyderabad, Telangana, India

• Responsibilities:
• Dynamics 365 Unified Routing Project | Microsoft Customer Experience (CXA) | Microsoft Product Group
• As part of the Microsoft Product Group, I contribute to the backend development of Record Routing within Dynamics 365 Unified Routing, an intelligent, scalable, and enterprise-grade routing and assignment system for Dynamics 365 Customer Service. This solution efficiently directs incoming work items—including phone calls, live chats, and emails—to the most suitable queues and agents across multiple engagement channels.
• Key Contributions:
• Backend Development of Record Routing: Engineered robust routing logic to ensure seamless and efficient work item distribution within Dynamics 365.
• Skills-Based Routing: Developed intelligent workflows to dynamically match incoming work items with the most suitable agents, optimizing resolution time and improving customer service outcomes.
• Real-Time Monitoring & Diagnostics: Integrated telemetry and diagnostics tools to monitor routing performance and ensure system reliability within Microsoft Azure.
• Cross-Functional Collaboration: Partnered with product managers, solution architects, and engineering teams to establish best practices for Unified Routing deployment and configuration.
• This initiative significantly enhances customer engagement workflows in Dynamics 365 Customer Service, ensuring intelligent, automated, and data-driven work distribution and routing management.
• Project Sygnal | Microsoft Support Experience Group(SXG):
• Spearheaded the end-to-end design of a Prompt Management Service using C#, .NET Core, React, Azure Cognitive Services, and Azure Fuzzy Search—efficiently handling 90M records and saving $2M annually.
• Led the development of a User Management Service (User Provisioning, microservices-based REST APIs, Redis Cache, Azure Function App, Power BI), achieving $24M in annual savings.