MSD CRM Customer service solution architect

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 strong 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.

• Strong 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

• Strong 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.