Technical Manager

Wipro

Bengaluru

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.