Maria Thomas
Senior Software Engineering Manager @Microsoft
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WORK HISTORY
Senior Software Engineering Manager @Microsoft
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
SKILLS
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.
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