Neeraj Agrawal

Professional Summary

Enterprise architect and platform leader with 22+ years driving enterprise CRM, AI, and technology-enabled business transformation across 9 industries and global, multi-region programs. Proven at leading complex, cross-functional initiatives – aligning product, engineering, architecture, and C-suite stakeholders – and driving platform adoption at scale: 700+ users across a 12-country rollout, 500+ agents onboarded, a 60% reduction in quote-to-order cycle time, and multi-million dollar platforms for Fortune 500 clients including Northern Trust, Bank of New York Mellon, Premera Blue Cross Blue Shield, and American Airlines. Deep expertise in Microsoft AI (Copilot Studio, Agentic AI, Azure AI Foundry), Dynamics 365, Power Platform, cloud integration, and data governance & compliance (GDPR, CCPA, HIPAA) – with a recurring focus on modernizing legacy CRM landscapes (Oracle Siebel) into cloud-first, AI-native architectures. Recognised as Cognizant's #1 Global Digital Leader (Top 30 worldwide), awarded the Cognizant Platinum Award, and an authorised trainer for Microsoft's Copilot Acceleration Team (Power CAT).

Core Competencies

Microsoft AI:Azure OpenAI, AI Foundry, Copilot Studio, M365 Copilot, Agentic AI Agents, AI Governance

Power Platform:Power Apps, Power Automate, Power BI, Power Pages, Dataverse, Custom Connectors

Dynamics 365:Customer Service, Sales, Asset Servicing, Omnichannel, Customer Insights, PCF

CRM & CTI:Dynamics 365, Oracle Siebel CRM, Salesforce · Avaya, Genesys Cloud CX, Cisco CTI

Azure & Integration:API Management, Service Bus, Logic Apps, Azure DevOps, CI/CD, Marketo, CI Journeys

Platform & Portfolio:Multi-region rollouts, cross-functional alignment, adoption at scale, executive governance & stakeholder management

Governance & Compliance:GDPR, CCPA, HIPAA, data privacy, AI governance, audit & regulatory controls

Professional Experience

Cognizant Technology Solutions 2014 – Present | Dallas, TX

Principal Technology Architect · Microsoft AI & Power Platform Practice

Northern Trust Financial Services · $1.3T AUM · Principal Technology Architect

Led a multi-workstream D365 portfolio, aligning business, engineering, and service-team stakeholders and driving adoption across global service teams – 700+ shared mailboxes onboarded into automated email-to-case routing, eliminating manual triaging
Migrated Salesforce Global Foreign Exchange platform to D365 Asset Servicing – delivering $300K+ in annual Salesforce licence savings
Built D365-Marketo integration via custom connectors for unified wealth management campaign targeting; 600+ users onboarded; Cisco CTI (screen-pop, click-to-dial, automatic call logging) for global contact centre
Consulted with Microsoft on the design of a Global Sales Target Operating Model

Bank of New York Mellon Financial Services · Senior Technology Architect

Greenfield D365 Customer Service & Avaya CTI implementation; 500+ agents onboarded; 28% reduction in AHT (3 min/call saved) via CTI screen-pop
Custom PCF controls for institutional banking UI/compliance; 100% call-to-case traceability across all agent interactions

Premera Blue Cross Blue Shield Healthcare · 2M+ Members · Senior Technology Architect

D365 Customer Service + Genesys Cloud CX CTI (ISV connector); 400+ agents onboarded; 30% AHT reduction; HIPAA-compliant audit trails and SLA breach alerting for state regulatory compliance
Power Automate flows for case escalation, member callback scheduling, and benefit inquiry routing

Global Automotive Technology Leader (Anonymised) Automotive · 90+ Countries · Technology Architect

Led a multi-region platform rollout (D365 Sales) across 12 countries – aligning competing regional priorities and technical constraints into a single governed roadmap
Drove adoption to 700+ users with a 60% reduction in quote-to-order cycle time across 30+ integration touchpoints (CPQ + Salesforce via Azure API Management & Service Bus)

American Airlines (in collaboration with Deloitte Consulting) Airlines · AAdvantage Loyalty · Technology Architect

Technology Architect on the world's most complex airline loyalty platform – AAdvantage – built on Oracle Siebel CRM
Independently architected three revenue applications: Winback (status-match acquisition), Retain (loyalty tier defence), and Proactive (mile-expiry prevention & monetisation) – delivering multi-million dollar revenue impact
Delivered 11% reduction in Average Handle Time (AHT) for AAdvantage Call Center; Siebel Open UI showcased at Oracle Open World
Led GDPR (Europe) and CCPA (California) compliance implementations

Infosys Limited 2008 – 2014

Technology Lead · Oracle Siebel CRM Practice

Delivered greenfield and maintenance Oracle Siebel CRM implementations for global manufacturing leaders including Cummins and Diebold, plus telecom and enterprise-services clients – progressing from Developer to Technology Lead
3× Infosys SPOT Awards (2010–2013) for Siebel Open UI POC, offshore delivery, and complex customisation

Tech Mahindra 2005 – 2008

Software Developer · Telecom CRM

Developed bespoke Visual C++ CRM application for British Telecom's Order Management module; Delivery Excellence Award (2008)

Self-Employed 2004 – 2005

Web Developer · Loyalty & CRM

Built a custom customer loyalty & CRM web application (ASP.NET) for a real-estate business – the starting point of a CRM-focused career

Certifications & Credentials · 13 Active Microsoft | 18 Exams Passed | Microsoft Certs Since 2019

AB-210 Dynamics 365 Sales AI Consultant Associate · 2026

AI-102 Azure AI Engineer Associate · 2026

GH-300 GitHub Copilot · 2026

Agentic AI Business Solutions Architect · 2026

AB-100 Agentic AI Solutions Architect · 2026

AB-900 M365 Copilot & Agent Admin Fundamentals · 2026

AB-731 AI Transformation Leader · 2026

AB-730 AI Business Professional · 2026

CSPO Certified Scrum Product Owner · 2025–2027

PL-900 Power Platform Fundamentals · 2025

PL-600 Power Platform Solution Architect Expert · 2024

eCornell Emerging Leaders Accelerator · Cornell University · Sep 2024

Catalyst Microsoft Catalyst Accredited · Partner Pre-Sales Immersion · Mar 2022

AZ-900 Azure Fundamentals · 2020

MCSE Business Applications · 2019

MCSA Dynamics 365 · 2019

Recognition & Awards

Microsoft Power CAT Trainer – Authorised trainer for the Copilot Acceleration Team delivering Agentic AI, Copilot Studio, and M365 Copilot sessions to enterprise clients (2026)
eCornell Emerging Leaders Accelerator – Cognizant-sponsored leadership, innovation and acceleration program, Cornell University (Sep 2024)
Ranked #1 – Cognizant Global Top 30 Digital Leaders; personally mentored for 4 months by Cognizant's Ex Global CIO & Innovation Head
Cognizant Platinum Award – highest recognition tier – for Agile Transformation delivery excellence at American Airlines
Cognizant Emerging Leader – Leadership Curriculum graduate, Cognizant Academy; mentored 30+ associates globally in Innovation and Business Development
Microsoft Catalyst Accredited – Partner Pre-Sales Immersion; recognized for Microsoft's enterprise digital transformation envisioning and pre-sales methodology (Mar 2022)
Manager of the Quarter (2015) – Siebel Open UI Innovation Pack; 11% AHT reduction for AAdvantage Call Center

Thought Leadership & Speaking

Expert Speaker – Symbiosis Centre for Distance Learning (SCDL), Pune · Invited as Global AI Expert by AICTE-approved institution in partnership with Ministry of Education's Institution's Innovation Council to deliver a masterclass on "Generative AI for Professionals" – live Zoom session attended by 200+ professionals · June 2026

The Agentic Edge · LinkedIn Newsletter · 950+ subscribers in 12 weeks · Practitioner intelligence on Microsoft AI, Copilot Studio & Agentic AI

5MR – 5 Mins Read · LinkedIn Newsletter · 1,200+ subscribers · Innovation, Leadership & AI book insights in under 5 minutes

Education

Post Graduate Diploma in CRM

Symbiosis Centre for Distance Learning

2007 – 2008 · Grade A+

Bachelor of Engineering – Computer Science

Dr. Babasaheb Ambedkar Marathwada University

2000 – 2004 · University Topper