At Avanade, I build enterprise Dynamics 365 Customer Service, Omnichannel, and Contact Center solutions that modernize case management and customer engagement. I led a legacy CRM/contact-center migration and improved customer response times by 40% through Dynamics 365 Contact Center, Unified Routing, Teams Phone, IVR, and Azure Communication Services.
I build Copilot Studio agents connected to Dynamics 365 and Dataverse, automating customer-service workflows and reducing manual ticket handling by 35%. I also extend Dynamics 365 with C# plugins, PCF controls, JavaScript/TypeScript, custom APIs, Power Apps, and Power Automate.
Across Avanade, Hitachi Solutions, and CloudMoyo, I’ve delivered CRM implementations, secure Azure integrations, Dataverse data models, and Azure DevOps CI/CD practices. I turn business requirements into scalable, maintainable customer service and contact center platforms.
