Job Description:

We are looking for an experienced Dynamics 365 Customer Service Solution Lead with 8 - 12 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.

Functional Solution Architecture Experience:

- Dynamics 365 Customer Service, Case Management, Queues & Mailboxes, Automatic Record Creation, Unified Routing, Assignment & SLAs, Entitlements, Knowledge Management, Service Analytics.

Power Platform Skills:

- Dataverse, Power Automate, Environment Strategy, Solution Packaging, 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.