Technical Manager

Wipro; Bengaluru; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Wipro in Bengaluru, India is seeking a Dynamics 365 Solution Lead with 10–15 years of technology and CRM delivery experience to guide complex Customer Service deployments.

You will own the blueprint, lead workshops, ensure a configuration-first approach, and provide executive updates on platform fit, scope, progress and risks.

Qualifications

• 10–15 years of overall technology or CRM delivery experience.
• Leadership of multiple end-to-end Microsoft Dynamics 365 implementations.
• Strong functional solution architecture for case management, queues, routing, and analytics.
• Power Platform expertise including Dataverse, Power Automate, lifecycle management.

Responsibilities

• Lead discovery and design workshops covering current-state email handling, target workflows, personas, queues, ownership rules, statuses, SLAs, escalations, controls and reporting.
• Work on Dynamics 365 Customer Service solution blueprint, including queue mailboxes, Automatic Record Creation and Update Rules, case lifecycle, Unified Routing, assignment methods, business process flows and Power Automate orchestration.
• Help in defining how incoming messages are correlated to active or resolved cases, including duplicate handling, replies to closed cases, reopening rules and parent-child case relationships.
• Design classification and prioritization rules using sender, recipients, subject, keywords, service type, business calendar and other approved business criteria.
• Own functional requirements, solution decisions, traceability, implementation and release scope.
• Define operational dashboards and KPI logic for volumes, backlog, aging, first response, resolution, SLA performance, transfers, reopens, automation exceptions and workload distribution.
• Review configuration and technical designs produced by the implementer, challenge unnecessary customization and enforce a configuration-first approach.
• Provide clear executive updates and recommendations on platform fit, scope decisions, delivery progress, and risks.

Skills

Dynamics 365

Power Platform

Solution architecture

CRM delivery leadership

Tools

Dataverse

Power Automate

Azure services

Exchange Online

Job description

10–15 years overall; strong recent Dynamics 365 Customer Service delivery experience

Role type

Solution leadership, functional architecture, product ownership and delivery governance

Job description:
Job Description

Role Purpose

Dynamics 365 Solution Lead

Target seniority

Technical Manager

Experience

10–15 years overall; strong recent Dynamics 365 Customer Service delivery experience

Role type

Solution leadership, functional architecture, product ownership and delivery governance

Key Responsibilities

• Lead discovery and design workshops covering current-state email handling, target workflows, personas, queues, ownership rules, statuses, SLAs, escalations, controls and reporting.

• Work on Dynamics 365 Customer Service solution blueprint, including queue mailboxes, Automatic Record Creation and Update Rules, case lifecycle, Unified Routing, assignment methods, business process flows and Power Automate orchestration.

• Help in defining how incoming messages are correlated to active or resolved cases, including duplicate handling, replies to closed cases, reopening rules and parent-child case relationships.

• Design classification and prioritization rules using sender, recipients, subject, keywords, service type, business calendar and other approved business criteria.

• Own functional requirements, solution decisions, traceability, implementation and release scope.

• Define operational dashboards and KPI logic for volumes, backlog, aging, first response, resolution, SLA performance, transfers, reopens, automation exceptions and workload distribution.

• Review configuration and technical designs produced by the implementer, challenge unnecessary customization and enforce a configuration-first approach.

• Provide clear executive updates and recommendations on platform fit, scope decisions, delivery progress, and risks.

Mandatory Experience and Skills

• 10–15 years of overall technology, CRM, workflow or service-management delivery experience.

• Demonstrated leadership of multiple end-to-end Microsoft Dynamics 365 implementations

• Strong functional solution architecture across case management, queues, mailbox integration, Automatic Record Creation, Unified Routing, assignment, SLAs, entitlements, knowledge and service analytics.

• Strong understanding of Microsoft Power Platform, including Dataverse, Power Automate, environment strategy, solution packaging and application lifecycle management.

Preferred Experience

• Shared-mailbox transformation, email-to-case, service operations or high-volume work-routing implementations.

• Integration with Exchange Online, Outlook, Microsoft Teams, Power BI and Azure services.

• Dynamics 365 or Power Platform solution-architect certifications.

Mandatory Skills: Finance
.

Experience: 8-10 Years
.

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