Job Description
Job Title:  ADMINISTRATOR L3(CONTRACT)
City:  Gurugram
State/Province:  Haryana
Posting Start Date:  8/17/26
Wipro Limited (NYSE: 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. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.
Job Description: 

Job Description

Loaction :- Gurugram,  BLR, Chennai, & Pune 

rate :- 150K/M

EXP :- 5+ years and 8+ years 

Job Title Microsoft D365 Contact Center Solution Architect

Proposed Grade Band B3 / C1

Primary Skill (Technical Skill) Microsoft D365 Contact Center

Secondary Skill (optional) IP Voice / Cloud Contact Center Architecture

Educational Qualifications B.E. / B.Sc./Dip.

Experience Level 7 – 10 Years or more

Role & Responsibilities · Lead end‑to‑end architecture and implementation of Microsoft Dynamics 365 Contact Center solutions · Conduct requirement discovery and design workshops focused on contact center journeys · Design voice, IVR, and omnichannel routing architectures aligned to business needs · Define high‑level and low‑level architecture covering telephony, bots, integrations, security, and data flows · Architect IVR call flows, intelligent routing, queue strategies, and agent experience · Lead integration with telephony providers, bots (Copilot / Power Virtual Agents), and third‑party systems · Govern configuration, deployment, release planning, and environment strategy · Ensure solution quality across build, test, UAT, and production readiness · Own architecture documentation, HLD/LLD, design decisions, and implementation runbooks · Support controlled handover to operations and support teams

Skills Must have Nice to Have

Technical Skills

(Core & Top-Up) · Strong experience with Microsoft Dynamics 365 Contact Center · Deep understanding of contact center operations (IVR, queues, routing, SLAs) · Experience designing voice and digital customer journeys · Knowledge of telephony fundamentals (call routing, IVR behavior, SIP concepts) · Experience with bots, automation, and AI‑assisted contact center workflows · Strong documentation and solution governance capabilities · Experience with enterprise CCaaS transformations · Exposure to AI/NLP use cases in contact centers · Experience with multi‑region or global contact center deployments · Familiarity with DevOps / CI‑CD concepts for platform deployments

Skills Must have Nice to Have

Process & Tools · Experience across the full lifecycle: design, build, test, UAT, deploy · Familiarity with release management and change governance · Ability to coordinate across architects, developers, QA, and operations teams · Contribution to solution standards and reusable assets · Vendor coordination during implementation and integration phases

Behavioral Skill · Strong ownership and accountability mindset · Clear and confident communication with senior stakeholders · Structured, solution‑oriented approach · Ability to mentor technical teams an

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Areas of responsibility           

Triaging and resolution of tickets-"Perform initial triage for high priority incident tickets (P2 tickets) which may have an impact across one or more processes and resolve priority incident (P3) tickets within defined SLAs.

Create log of incidents and Document observations and related root causes, to support in evaluation of mitigation measures. "

Resolution of service Requests-Fulfil software/hardware/network service requests within agreed timeline, ensuring timely completion and adherence to SLAs while maintaining quality and accuracy in request handling.

SLA Monitoring-Monitor SLA timelines for entire lifecycle of high priority incident tickets (P2 tickets). Escalate as needed and participate in weekly or monthly service review meetings with clients and internal teams.

Change request execution-"Create change requests as per the priority of the incident tickets in adherence with the defined guidelines.

Present changes for approval with rollback plans in change approval meetings. Execute approved changes and document post-implementation outcomes."

Incident Analysis-"Analyse nature of incidents to support root cause analysis and related service improvement plans.

Contribute towards development of mitigation action to reduce repeat incidents, by identifying patterns of issues noted."

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Mandatory Skills: Network Voice and Collabration Admin .

 

Experience: 3-5 Years .

 

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.
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