MS Dynamics 365 Customer Service Solution Architect - CRM in Hyderabad, भारत

Job Title: Dynamics 365 Customer Service Solution ArchitectExperience: 8 - 13 YearsRole: Senior / LeadLocation: Bangalore / Hyderabad / Pune as applicableEmployment Type: Full-timeJob 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 https://jobeax.com/link/HA7ckQFr2VzNa7cE 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 https://jobeax.com/link/Lqb4uXkcfSpRsrQv 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:1. Dynamics 365 Customer Service2. Case Management3. Queues & Mailboxes4. Automatic Record Creation5. Unified Routing6. Assignment & SLAs7. Entitlements8. Knowledge Management9. Service Analytics- Strong knowledge of Microsoft Power Platform, including :1. Dataverse2. Power Automate3. Environment Strategy4. Solution Packaging5. ALMPreferred 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 LeadIndustry Type: IT Services & ConsultingDepartment: Engineering - Software & QAEmployment Type: Full Time, PermanentRole Category: Software DevelopmentEducation:- UG: Any GraduateKey Skills:- Customer Service, MS Dynamics CRM, Customer Engagement (ref:hirist.tech)