Technical Manager
Posted Updated
Description
Job Description
Role Purpose
Dynamics 365 Solution Lead
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Target seniority |
Technical Manager |
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Experience |
10–15 years overall; strong recent Dynamics 365 Customer Service delivery experience |
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Role type |
Solution leadership, functional architecture, product ownership and delivery governance |
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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.
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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.