Sr. Tech Lead - Application Development Microsoft N 4D

Sr. Tech Lead - Application Development Microsoft N

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Job Description

Role Summary

Data Migration Consultant responsible for planning, designing, and executing data migration strategy for Dynamics 365 Customer Service & Contact Center solutions, ensuring high-quality, accurate, and secure data transition from legacy systems to Dataverse with minimal business disruption.

This role is critical to enable:

• 360° customer view
• Reliable case history & service continuity
• Accurate routing, SLA, and AI insights

Key Responsibilities

1. Data Migration Strategy & Planning

• Define data migration approach and roadmap:
  • Lift-and-shift vs transform-driven migration
  • Phased vs big-bang migration
• Identify:
  • Source systems (CRM, ERP, telephony, data lakes)
  • Data entities (customers, cases, interactions, knowledge articles)
• Create:
  • Data migration plan, timelines, and dependencies

Data migration planning and ensuring data integrity are core responsibilities in D365 CE implementations

2. Data Mapping & Transformation

• Perform data mapping between source systems and D365 Dataverse
• Define:
  • Field-level mappings
  • Data transformation rules
  • Data enrichment requirements
• Handle:
  • Data normalization (format, structure alignment)
  • Data cleansing logic

3. Data Extraction, Transformation & Load (ETL)

• Design and execute ETL processes using:
  • Azure Data Factory / SSIS / ETL tools
• Perform:
  • Data extraction from legacy systems
  • Transformation and validation
  • Load into Dataverse

ETL and data migration processes are key parts of D365 integration and data handling

4. Contact Center Data Migration (Critical)

• Migrate customer service-specific datasets:
  • Case history and interactions
  • Knowledge articles and FAQs
  • Customer communication records
  • SLAs, entitlements, and service configurations
• Ensure continuity of:
  • Customer journeys
  • Agent workflows

Customer service modules include case management, knowledge management, routing, and SLAs which must be preserved during migration

5. Data Quality & Validation

• Define and execute:
  • Data validation rules
  • Reconciliation checks (source vs target)
• Ensure:
  • Data completeness
  • Accuracy and consistency
• Identify and resolve:
  • Data anomalies and duplicates

6. Testing & Migration Rehearsals

• Support:
  • Migration testing cycles (trial loads, SIT, UAT validation)
• Conduct:
  • Mock migrations / dress rehearsals
• Validate:
  • End-to-end business usage scenarios (case creation, routing, reporting)

7. Cutover & Go-Live Execution

• Plan and execute:
  • Final migration cutover strategy
• Coordinate with:
  • Business, functional, and technical teams
• Ensure:
  • Minimal downtime
  • Data readiness for go-live

8. Data Governance, Security & Compliance

• Implement:
  • Data security controls (masking, encryption)
• Ensure compliance with:
  • GDPR and regulatory requirements
• Support:
  • Audit and traceability requirements

Data security, masking, and compliance are key aspects in D365 contact center implementations

9. Collaboration & Documentation

• Work with:
  • Functional consultants (data requirements)
  • Integration consultants (data interfaces)
  • Architects (data design & governance)
• Create:
  • Data mapping documents
  • Migration runbooks
  • Reconciliation reports

Qualifications & Experience

Experience

• Extensive experience in data migration / data engineering / ETL
• Strong experience in:
  • CRM migrations (preferably Dynamics 365 CE)
  • Customer Service / Contact Center data domains
• Experience with:
  • Large-scale, multi-system migrations

Technical Skills

Data Migration & ETL

• Expertise in:
  • ETL tools (Azure Data Factory, SSIS, etc.)
  • Data transformation and cleansing
• Strong understanding of:
  • Data modeling and mapping

D365 & Platform Knowledge

• Good understanding of:
  • Dynamics 365 Customer Service
  • Dataverse data model
• Exposure to:
  • Power Platform

Integration Awareness

• Familiarity with:
  • APIs and integration pipelines
  • Azure services for data orchestration

Contact Center Domain Knowledge

• Understanding of:
  • Customer interaction data models
  • Case lifecycle and service processes
• Awareness of:
  • Omnichannel data flows (chat, voice, messaging)

Certifications (Preferred)

• Microsoft:
  • Azure Data Engineer Associate (DP-203)
  • Azure Developer (AZ-204)
  • Dynamics 365 Customer Service (MB-230)

Soft Skills

• Strong analytical mindset and attention to detail
• Problem-solving and data troubleshooting
• Stakeholder communication (business + technical)
• Ability to handle high-volume, complex data scenarios

Qualifications

Bachelors - Computer Engineering, Bachelors - Computer Science, Bachelors - Information Technology, Masters - Software Engineering

Certifications

AZ-204: Microsoft Azure Developer Associate - MicrosoftMicrosoft, BUILD - DIGITAL MARKETING - GenpactGenpact, ISTQB Certified Tester - International Society for Technology in Education (ISTE)International Society for Technology in Education (ISTE), Microsoft Certified: Power Platform App Maker Associate - MicrosoftMicrosoft, Oracle Certified Professional, Java SE 8 Programmer I - OracleOracle

Required Skills

Microsoft Applications, Microsoft Dynamics 365 Customer Service, Microsoft Dynamics 365 ERP, Microsoft Dynamics 365 Field Service, Microsoft Dynamics 365 Finance and Operations, Microsoft Dynamics 365 for Finance and Operations, Microsoft Dynamics 365 Marketing, Microsoft Dynamics 365 Project Operations, Microsoft Dynamics 365 Sales

Language

English (Required)

Language Proficiency -

Proficient - C2

Additional Job Location -

Job Type

Regular

Master Skill List -

Application Development Microsoft N

Remote Type -

Hybrid

Work Shift -

Any (India)

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.