Job Title: Dynamics 365 Customer Service Solution Architect
Experience: 1215 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 solid 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

- 12–15 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:

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

- Strong knowledge of Microsoft Power Platform, including:

- 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.

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

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