Maria Thomas

About Maria Thomas

Currently leading a team of skilled engineers focused on delivering impactful solutions redefining the contact center experience for the Dynamics 365 Customer Experience Applications. We are solving complex challenges at scale in a highly competitive and rapidly evolving space, shaping the future of customer engagement platforms.In addition to my leadership role, I bring a strong track record as a hands-on engineer, having contributed across multiple organizations and domains. My experience spans diverse technologies and product areas, consistently delivering impactful, scalable solutions.

Experience

1. Senior Software Engineering Manager

   Microsoft

   Nov 2024 — Present · IN

   Led cross-functional collaboration to ensure seamless migration of services across the CCaaS platform from legacy infrastructure to platform-managed services, aligning with long-term scalability and reliability goals.Spearheaded initiatives to address customer explainability concerns by driving the development of enhanced analytics and conversation lifecycle visibility for customer service representatives (CSRs).Implemented strategic load-balancing and prioritization within the team to maintain high delivery velocity while preventing burnout during periods of intense, deadline-driven execution.Established structured sprint planning practices across teams, introducing predictability and alignment in delivery cycles where it was previously lacking. This initiative significantly improved execution clarity, team focus, and cross-team coordination.

Education

• Anna University Chennai

  B.E., Electronics and Communication Engineering

  2004 — 2008

Skills

• Telecommunications
• Data Structures
• Javascript
• C++
• Jsp
• Agile Methodologies
• C
• Unix
• Clearcase
• Java
• Core Java
• Java Enterprise Edition
• Web Services
• Html