Solution Lead - CRM/Power Automate in Bangalore, भारत

Job Description:We are looking for an experienced Dynamics 365 Customer Service Solution Lead with 8 - 12 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 https://jobeax.com/link/fqlggRIv7KaRTDVW Solution Architecture Experience:- Dynamics 365 Customer Service, Case Management, Queues & Mailboxes, Automatic Record Creation, Unified Routing, Assignment & SLAs, Entitlements, Knowledge Management, Service https://jobeax.com/link/29WP6KLVmeu8uLe5 Platform Skills:- Dataverse, Power Automate, Environment Strategy, Solution Packaging, https://jobeax.com/link/D6caRTCk6W5qnYQ8 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. (ref:hirist.tech)