Staff Software Quality Engineer and QE Architect leading quality and platform initiatives for ServiceNow HRSD, AI Agents, and Voice Agents.
Quality Lead for multiple high‑impact programs including UIB Workspace for HR, Opportunity Marketplace, HR AI Agents, and HR Voice Agents, with Voice Agents being the largest and most complex initiative, spanning 7 scrum teams across platform and multiple BUs.
As Test Lead for HR Voice Agents, owned end‑to‑end test strategy, developed deep expertise in voice architecture, partnered closely with platform teams, and ensured enterprise‑grade quality for customer‑facing AI/voice solutions.
Served as QE Architect for HRSD core projects, defining automation strategy, code coverage standards, flapper reduction, and test automation guidelines while mentoring teams to scale quality practices.
Played a critical role as Merge Lead for HR family and PRB merges, driving requirements across HR BU teams, securing merge committee approvals, and coordinating with track masters. Successfully delivered ~6 family merges with first‑attempt approval.
Delivered measurable quality outcomes including 100% MATS automation for Opportunity Marketplace, ~50% automation coverage for Core HRSD, elimination of KTLO flappers, and ~50% reduction in regression cycle time.
Partnered with Product to define customer adoption and quality metrics for Voice and worked with platform teams to introduce auto‑evaluation frameworks for agentic workflows, making HR BU the first adopter and enabling rollout across other BUs.
Actively supported customer demos and engagements and acted as Forward Deployment Engineer (FDE) for Voice Agents, working directly with customers including CBRE, JPMC, Pfizer, and Mercedes‑Benz.
Since Dec 2025, transitioned into a 100% development and customer engagement role, building HR Voice Agents and backend integrations, with testing embedded directly into development workflows.
