Technical Manager

Wipro Technologies; Bengaluru; On-site; INR 4,000,000 - 6,500,000; Full time

Job summary

Wipro Limited in Bengaluru is seeking a Dynamics 365 Solution Lead with 10–15 years of technology and CRM delivery experience to drive end-to-end Microsoft Dynamics implementations, including customer service, workflow, and Power Platform integration.

You will own requirements, architecture, forums, dashboards, and governance, lead discovery workshops, review designs, and provide executive updates on scope, progress, and risks.

Qualifications

• 10–15 years of 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.

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 leadership

End-to-end delivery

Stakeholder management

Tools

Power Automate

Dataverse

Azure Services

Exchange Online

Job description

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

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.Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.

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Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.