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Technical Manager

Date Posted: Sep 22, 2026
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Job Detail

  • location_on
    Location Bengaluru, Karnataka, India
  • desktop_windows
    Job Type: Full Time/Permanent
  • schedule
    Shift:
  • analytics
    Career Level:
  • group
    Positions:
  • calendar_view_day
    Experience:
  • male
    Gender: No Preference
  • school
    Degree:
  • calendar_month
    Apply Before: Nov 15, 2026
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Job Description

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. 
  • 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. 

͏

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. 

Source: Wipro careers — Read the original posting and apply

This role is listed by the employer on its own careers site. Kaam Ki Khoj does not process applications for it.

Company Overview

Wipro
Wipro · Bengaluru, Karnataka, India
600 open roles

Wipro is an employer in the IT/Computers - Software, Software Services sector with operations in India. This is a directory listing maintained by Kaam Ki Khoj so that candidates can find the organisation; it is not an official company page and Kaam K... Read More

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