Sr. 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
Role Summary
Senior Functional Consultant responsible for design, implementation, and training enablement of Dynamics 365 Customer Service & Contact Center (Omnichannel) solutions. The role focuses on driving user adoption, delivering structured training programs, and ensuring business readiness across global deployments.
Key Responsibilities
1. Functional Consulting & Solution Delivery
-
Lead requirement gathering workshops, stakeholder discussions, and fit-gap analysis for Customer Service and Contact Center processes
-
Design and configure D365 Customer Service capabilities including:
-
Case management
-
Knowledge base
-
Queues, SLAs, entitlements
-
Security models & dashboards
-
Configure Omnichannel / Contact Center features:
-
Unified routing, workstreams, capacity profiles
-
Chat, voice, messaging channels
-
Agent experience & conversation handling
2. Training Strategy & Execution (Core Focus Area)
-
Define training strategy across roles:
-
Agents
-
Supervisors / Team Leads
-
Business Users
-
Admins
-
Develop training artifacts:
-
Training decks, process flows, SOPs
-
User manuals, quick reference guides
-
Simulation-based learning (use cases, scenarios)
-
Deliver:
-
Instructor-led training sessions (ILT)
-
Walkthroughs for omnichannel flows (chat, call, cases)
-
Train-the-trainer sessions for client SMEs
-
Enable change management & adoption tracking:
-
User readiness assessments
-
Feedback collection and loop closure
-
Adoption KPIs (usage, case handling, resolution time)
3. Contact Center Transformation Support
-
Support implementation of modern AI-enabled contact center capabilities:
-
Self-service (chatbots, IVR)
-
Agent assist (Copilot, knowledge suggestions)
-
Unified customer view & omnichannel engagement
-
Drive process standardization across regions (important in multi-territory rollouts like yours)
4. Testing & Transition to Support
-
Define and execute:
-
SIT / UAT scenarios aligned to real contact center journeys
-
Support:
-
Business validation workshops
-
Go-live readiness training
-
Ensure smooth transition to Run/Support teams
5. Stakeholder & Delivery Collaboration
-
Collaborate with:
-
Solution Architects, Technical Teams, Integration teams
-
Act as functional SME for Customer Service & Training workstream
-
Provide advisory on:
-
Best practices
-
AI/Copilot enablement
-
Continuous improvement roadmap
Qualifications & Experience
Experience
-
Extensive experience in Dynamics 365 CE / CRM functional consulting
-
Strong experience in:
-
Dynamics 365 Customer Service
-
Contact Center / Omnichannel implementations
-
Proven experience in:
-
End-to-end implementation (multiple projects)
-
Training delivery & change management (key differentiator)
Functional & Technical Skills
-
Deep expertise in:
-
Case management
-
Knowledge management
-
Routing & SLAs
-
Omnichannel capabilities
Training & Enablement Skills (Critical)
-
Experience designing role-based learning programs
-
Strong facilitation skills:
-
Virtual + classroom training
Ability to translate:
Complex workflows-
Exposure to:
-
Adoption frameworks
-
Learning management systems (optional but valuable)
Certifications (Preferred)
-
Microsoft Certified:
-
Dynamics 365 Customer Service Functional Consultant (MB-230)
-
Power Platform Functional Consultant (PL-200)
Soft Skills
-
Strong stakeholder communication & presentation skills
-
Analytical thinking & problem-solving
-
Ability to:
-
Lead workshops
-
Mentor junior consultants
-
Drive cross-team alignment
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 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
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.
