Job Description

Position Overview

We are seeking a knowledgeable and adaptable Techno Functional Consultant L1 specializing in Microsoft Dynamics 365 Customer Service to join Wipro Technologies' dynamic Technology Services team. This role is essential in delivering high-quality, seamless customer service solutions by leveraging deep expertise in MSD365 customization and configuration, ensuring our clients benefit from cutting-edge digital transformation innovations.

Key Responsibilities

• Develop, customize, and configure Microsoft Dynamics 365 Customer Service environments to meet client-specific needs.

• Manage case creation processes using omnichannel platforms and email integrations to enhance case management efficiency.

• Oversee mailbox management and unified routing configurations to optimize communication flows and case allocations.

• Integrate security protocols based on MSD standards to maintain data integrity and client confidentiality.

• Collaborate closely with business stakeholders and technical teams to design and implement effective customer service workspaces aligned with service level agreements (SLAs).

• Engage in hands-on coding as required to customize features and troubleshoot issues within the Dynamics 365 framework.

• Provide ongoing support and training to end-users and team members to ensure proficient use of the platform and adoption of best practices.

Qualifications and Competencies

Successful candidates will demonstrate a strong client-centric approach and a passion for achieving results through execution excellence. Effective collaboration and communication skills are essential, along with sharp problem-solving capabilities and learning agility to adapt in a fast-evolving technology landscape.

• Proven 5-8 years of experience in Microsoft Dynamics 365 Customer Service, particularly in customization and configuration.

• Well-versed in creating and managing MS Dynamics 365 omnichannel case handling and mailbox setups.

• Expertise in unified routing, SLA management, and security customization within MSD365 platforms.

• Strong technical proficiency in hands-on coding for Dynamics 365 environments.

About Wipro Technologies

At Wipro, we are building a modern, end-to-end digital transformation partner dedicated to redefining the future of technology services. We strive to empower individuals to reinvent their careers and skillsets alongside our business evolution, fostering a culture that encourages continuous learning and development.

Joining Wipro means becoming part of an inclusive, purpose-driven organization that values diverse perspectives and innovation, enabling you to thrive professionally while contributing to impactful projects.

Join Us

If you are inspired by reinvention and eager to contribute your expertise to a transformative journey within Microsoft Dynamics 365 Customer Service solutions, we invite you to apply and be part of our thriving community.

Mandatory Skills: MSD365 Customization and Configuration

Experience Required: 5 to 8 years