Soumava Barman

About Soumava Barman

Experienced Software Engineer with over 14 years of expertise in designing and developing scalable, high-performance applications across industries including technology, healthcare, and finance. Proficient in full-stack development with strong backend specialization using C#.NET Core, React, and cloud platforms like Microsoft Azure. Demonstrated success in leading enterprise solutions at Microsoft, including building Prompt and User Management Services that generated over $24M in annual savings and ensured 99.99% uptime through robust observability and disaster recovery practices. Skilled in microservices architecture, RESTful APIs, Redis Cache, Azure Cognitive Services, Docker, and implementing design patterns such as CQRS and Circuit Breaker. Known for optimizing API performance, automating customer support withLLM-powered bots, and collaborating effectively within Agile/Scrum environments.

Experience

1. Software Engineer2

   Microsoft

   Oct 2018 — Present · Hyderabad, IN

   Responsibilities:Dynamics 365 Unified Routing Project | Microsoft Customer Experience (CXA)| Microsoft Product GroupAs 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.

Education

• West Bengal University of Technology, Kolkata

  Bachelor of Technology - BTech, Electrical, Electronics and Communications Engineering

  2005 — 2009