Aman Kumar

As a core contributor across multiple teams including Knowledge Management in Dynamics 365 Customer Service and Voice Experiences in D365 Contact Center, played a pivotal role in designing and delivering scalable, secure, and intelligent systems that power critical customer-facing capabilities. Work spans the full product lifecycle, from system architecture and development to operational maturity, cross-team collaboration, and customer success. Owned the architecture and development of core capabilities that power AI-assisted knowledge management in Dynamics 365. Designed extensibility layers and plugins to transform resolved support cases into draft knowledge articles and harvest historical case data at scale. Implemented service hooks and search integration points to enable unified knowledge retrieval across Dataverse and SharePoint. Partnered with design and AI platform teams to prototype Figma-to-code handoff using an internal design intelligence stack, accelerating UI generation and reducing frontend engineering cycles. Led feature delivery for high-priority scenarios and customer go-lives, including mission-critical voice and telephony experiences like Disposition Code feature. Streamlined CI/CD pipelines for Knowledge Management, transforming fragmented deployment processes into a one-click DevOps workflow. Designed telemetry and live-site alerting solutions that elevated reliability and observability. Identified and mitigated a potential MSRC-level FPI vulnerability, strengthening security posture. Mentored interns, vendor teams, onboarded new hires, and initiated org-wide learning sessions to ramp teams on Dynamics 365, Dataverse, and internal tooling.

Developed a proof-of-concept project enabling D365 agents to automate client actions using MS Flows. Reduced manual effort by creating records and opening pre-filled App-tabs with a single button click.