Sr. Tech Lead - Application Development Microsoft N 4D

Ready to turn bold ideas into real-world impact?

At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges.

If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment.

Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises.

Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.

Job Description

• Requirement Gathering & Analysis: Lead or participate in workshops to capture and document business requirements, conduct fit-gap analyses, and develop detailed functional and technical specifications for the contact center solution.

• Solution Design & Configuration: Design and configure Dynamics 365 Customer Service modules and Power Platform components (model-driven/canvas apps, Power Automate flows, dashboards, forms, views, security roles, etc.) to meet specific contact center needs, such as case management, routing, and agent scripting.
• Development & Customization (if applicable to a techno-functional role): Develop plugins, custom workflow activities, client-side scripting (JavaScript/TypeScript), and Power Apps Component Framework (PCF) controls using C#/.NET to extend platform capabilities where out-of-the-box features are insufficient.
• Integration & Data Management: Design and implement integrations between Dynamics 365, the Power Platform, and external systems (e.g., telephony systems, knowledge bases) using APIs, Azure services (Logic Apps, Azure Functions, Service Bus), and custom connectors. Oversee data migration activities to ensure data integrity and a unified view of customer information.
• Testing & Deployment: Develop and execute comprehensive test plans (functional, user acceptance, integration) to ensure solutions meet business and functional requirements. Support Application Lifecycle Management (ALM) practices and deployment via Azure DevOps.
• Training & Support: Deliver end-user training sessions, create detailed user guides and documentation, and provide post-go-live support to ensure effective user adoption.
• Advisory Role: Act as a trusted advisor, providing guidance on best practices, new features (like Omnichannel for Customer Service or AI/Copilot capabilities), and opportunities for continuous improvement.

Minimum Qualifications:

Education:

• A Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field is typically required.

Experience:

• Proven experience (typically 3-5+ years) in implementing and customizing Microsoft Dynamics 365 CRM solutions, specifically within the Customer Service or contact center domain.
• Hands-on experience with the Power Platform, including Power Apps (Canvas and Model-Driven), Power Automate, and Power BI/Dataverse.
• Experience with contact center-specific features such as the Omnichannel for Customer Service module is highly desirable.
• Familiarity with the full software development lifecycle and Agile methodologies (e.g., Scrum) is an advantage.

Technical Skills:

• Strong proficiency in D365 configuration and customization, including forms, views, dashboards, workflows, and business rules.
• Knowledge of C#/.NET, JavaScript/TypeScript, and Web APIs for custom development and integrations.
• Understanding of Azure services and integration patterns.

Soft Skills:

• Excellent analytical and problem-solving abilities, with attention to detail.
• Strong communication and client-facing skills, with the ability to translate technical information for non-technical stakeholders.
• Ability to work independently and collaboratively in a team environment.

Certifications (Preferred):

• Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate (MB-230).

Microsoft Certified: Power Platform Functional Consultant Associate (PL-200) or Microsoft Certified: Power Platform Developer Associate (PL-400).

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Why join Genpact?

• Lead AI-powered transformation - Drive innovation and solve real-world business challenges that matter
• Make an impact - Help global enterprises solve business challenges that matter
• Accelerate your career - Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
• Work with the best - Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
• Thrive in a values-driven culture - Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up. Let’s build tomorrow together. Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation. Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.