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
Role Purpose
Dynamics 365 Solution Lead
Target seniority
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Technical Manager
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Experience
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10–15 years overall; strong recent Dynamics 365 Customer Service delivery experience
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Role type
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Solution leadership, functional architecture, product ownership and delivery governance
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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.
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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.
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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
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Experience: 8-10 Years
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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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