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.
Solid 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
Robust 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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