Technical Manager

About the role

WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses.

What you'll do

• Lead discovery and design workshops covering current-state email handling, target workflows, personas, queues, ownership rules, statuses, SLAs, escalations
• Work on Dynamics 365 Customer Service solution blueprint, including queue mailboxes, Automatic Record Creation and Update Rules, case lifecycle, Unified Routing
• Help in defining how incoming messages are correlated to active or resolved cases, including duplicate handling, replies to closed cases
• 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

What you need

• 10–15 yrs of experience
• Microsoft Dynamics
• Power Automate
• CRM
• Any graduate

Good to have

• Power BI
• Azure