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

:

We are looking for an experienced Dynamics 365 Customer Service Solution Architect / Lead with 12 - 15 years of overall experience and robust 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:
- Dynamics 365 Customer Service
- Case Management
- Queues &
- Mailboxes

4.

Automatic Record

Creation

5.

Unified

Routing

- Assignment &
- SLAs
- Entitlements

8.

Knowledge

Management

9.

Service

Analytics

- Strong knowledge of Microsoft Power Platform, including :
- Dataverse

2.

Power

Automate

3.

Environment

Strategy

4.

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.

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

📌 MS Dynamics 365 Customer Service Solution Architect - CRM (India)
🏢 Wroots Global
📍 India