Tech Lead - Application Development Microsoft N

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

Core Responsibilities

• Requirements Gathering and Analysis: Lead workshops and meetings with stakeholders to capture and document detailed business requirements, identify pain points, and conduct gap analyses between existing processes and D365 capabilities.
• Solution Design and Configuration: Design end-to-end functional solutions, leveraging out-of-the-box Dynamics 365 Customer Service and Power Platform features where possible. This includes configuring cases, knowledge management, queues, entitlements, SLAs, security models, and interactive dashboards.
• Contact Center Specialization: Implement and configure specialized contact center/Omnichannel features, such as unified routing, work streams, capacity profiles, data masking, and authentication settings to manage customer interactions across various channels (chat, email, etc.).
• Documentation and Training: Create and maintain comprehensive documentation, including functional design specifications, process flows, test scripts, and user manuals. Plan and deliver end-user training sessions and support change management activities to drive user adoption.
• Implementation and Testing: Collaborate with cross-functional technical teams (developers, architects, integration specialists) to translate functional designs into technical solutions and support delivery throughout the project lifecycle (Agile/SCRUM). Develop and execute test plans (SIT and UAT) to ensure the solution meets business and functional requirements.
• Advisory and Support: Provide post-go-live support, troubleshoot issues, manage escalations, and recommend continuous improvements to optimize the system and enhance customer satisfaction. Advise clients on Microsoft best practices and emerging technologies like AI/ML and Virtual Agents.  

Minimum Qualifications:

Experience:

• Implementing and configuring Microsoft Dynamics 365 CRM solutions, with a strong focus on Customer Service or Contact Center solutions.
• Proven experience specifically with D365 Customer Service and contact center solutions is essential.
• Experience delivering multiple full-cycle implementation projects and managing client expectations.

Technical Knowledge:

• Deep functional knowledge of the D365 Customer Service module, including case management, knowledge management, queues, routing, entitlements, and SLAs.
• Strong understanding and hands-on experience with Microsoft Power Platform (Power Apps, Power Automate, Power BI, Dataverse).
• Familiarity with data migration, system integration concepts (APIs, Azure services), and DevOps practices.

Soft Skills:

• Excellent analytical, problem-solving, and critical thinking abilities.
• Exceptional communication, presentation, and stakeholder management skills to work with both technical and non-technical audiences.
• Strong self-starter with the ability to manage multiple tasks, work independently, and mentor junior team members.

Certifications (Preferred):

• Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate (MB-230).
• Microsoft Certified: Power Platform Functional Consultant (PL-200)

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

Executive Presence, Inclusion, Microsoft Applications, Microsoft Dynamic AX, Microsoft Dynamics 365 Customer Service, Microsoft Dynamics 365 ERP, Microsoft Dynamics 365 Field Service, Microsoft Dynamics 365 for Finance and Operations, Microsoft Dynamics 365 Marketing, Microsoft Dynamics 365 Project Operations, Microsoft Dynamics 365 Sales, People Leadership, Personal Effectiveness, Risk Management, Storytelling

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 -

Variable (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.