Job Title: Dynamics 365 Customer Service Solution Architect

Experience: 8 - 13 Years

Role: Senior / Lead

Location: Bangalore / Hyderabad / Pune as applicable

Employment Type: Full-time

Job Description:

We are looking for an experienced Dynamics 365 Customer Service Solution Architect / Lead with 12 - 15 years of overall experience and strong recent experience in Microsoft Dynamics 365 Customer Service implementations.

Key Responsibilities:

- Lead discovery and design workshops for customer service processes, email handling, queues, SLAs, escalations and reporting.

- Design Dynamics 365 Customer Service solutions covering Case Management, Queues, Mailboxes, Automatic Record Creation, Unified Routing and Assignment.

- Define case lifecycle, duplicate handling, case reopening and parent-child case relationships.

- Design classification and prioritization rules for incoming customer requests.

- Own functional requirements, solution decisions, implementation scope and release planning.

- Define dashboards and KPIs for case volume, backlog, aging, SLA, response and resolution performance.

- Review functional and technical designs and promote a configuration-first approach.

- Provide solution recommendations, delivery updates and risk management to stakeholders.

Mandatory Skills:

- 8 - 12 years of overall experience in CRM, technology, workflow or service-management delivery.

- Strong experience leading end-to-end Microsoft Dynamics 365 implementations.

- Strong functional solution architecture experience in:

1. Dynamics 365 Customer Service

2. Case Management

3. Queues & Mailboxes

4. Automatic Record Creation

5. Unified Routing

6. Assignment & SLAs

7. Entitlements

8. Knowledge Management

9. Service Analytics

- Strong knowledge of Microsoft Power Platform, including :

1. Dataverse

2. Power Automate

3. Environment Strategy

4. Solution Packaging

5. ALM

Preferred Skills:

- Experience with shared mailbox transformation and email-to-case implementations.

- High-volume customer service and work-routing experience.

- Integration experience with Exchange Online, Outlook, Microsoft Teams, Power BI and Azure.

- Dynamics 365 or Power Platform Solution Architect certification is an added advantage.

- Interested candidates can share their updated resume with relevant Dynamics 365 implementation experience.

Role: Technical Lead

Industry Type: IT Services & Consulting

Department: Engineering - Software & QA

Employment Type: Full Time, Permanent

Role Category: Software Development

Education:

- UG: Any Graduate

Key Skills:

- Customer Service, MS Dynamics CRM, Customer Engagement