Sr. Tech Lead - Application Development Microsoft N
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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.
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Job Description
Role Summary
Quality Assurance Consultant responsible for driving end-to-end testing strategy, quality governance, and validation of Dynamics 365 Customer Service and Contact Center solutions, ensuring business process accuracy, system reliability, and seamless omnichannel experience.
Key Responsibilities
1. QA Strategy & Test Planning
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Define overall QA strategy and testing approach for D365 Customer Service & Contact Center implementations
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Establish:
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Test plans, test cycles (SIT, UAT, Regression)
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Test data strategy and environments
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Align testing with:
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Business processes (case lifecycle, routing, SLA compliance)
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Contact center journeys (voice, chat, messaging flows)
2. Functional Testing (Core Area)
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Validate core D365 Customer Service functionalities:
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Case management
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Knowledge management
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Queues, SLAs, entitlements
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Test:
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Business process flows
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Role-based security & access
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Workflow automations and business rules
3. Contact Center / Omnichannel Testing
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Design and execute test scenarios for:
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Omnichannel engagement (chat, voice, messaging)
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Unified routing, workstreams, and agent capacity models
Validate:
End-to-end customer journeys (initiation routing- resolution)
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Agent desktop experience and session handling
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Test AI-enabled features:
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Routing logic (skill-based, sentiment-based)
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Copilot / smart assist scenarios (if applicable)
4. Integration & End-to-End Testing
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Validate integrations across ecosystem:
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Telephony / CTI platforms
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ERP / Policy systems
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Data platforms (Dataverse, external systems)
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Ensure:
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Data flow integrity
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Real-time synchronization
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Error handling and retry mechanisms
5. Test Execution & Defect Management
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Execute:
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SIT (System Integration Testing)
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UAT support with business users
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Manage:
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Defect lifecycle (logging, triaging, prioritization, tracking)
Ensure:
Traceability matrix (requirements test cases-
Provide quality dashboards & reporting
6. User Acceptance Testing (Business Readiness)
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Support business teams in:
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UAT planning and execution
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Designing real-life contact center test scenarios
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Validate:
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Customer journeys (claims, inquiries, billing, service requests)
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Ensure business sign-offs for go-live readiness
7. Performance & Experience Validation
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Validate:
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System response time (case creation, routing, search)
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Agent productivity flows
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Collaborate with technical teams for:
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Performance testing
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Load scenarios (high contact volumes)
8. Compliance, Security & Data Validation
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Validate:
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Role-based access controls
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Data masking & privacy compliance
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Ensure adherence to:
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Regulatory standards (GDPR, audit logs if applicable - aligned with your solution scope)
9. Collaboration & Quality Governance
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Work closely with:
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Functional consultants, architects, developers
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Participate in:
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Design reviews
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Sprint validations (Agile delivery)
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Act as quality gatekeeper across project lifecycle
Qualifications & Experience
Experience
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Extensive experience in QA / Testing in CRM or Contact Center implementations
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Strong exposure to:
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Dynamics 365 CE / CRM testing
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Customer Service / Contact Center solutions
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Experience in:
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End-to-end implementation projects
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Agile / Scrum testing lifecycle
Functional & Technical Skills
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Strong understanding of:
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Case management lifecycle
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Routing, queues, SLAs
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Knowledge of:
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Omnichannel for Customer Service
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Contact center workflows and agent journeys
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Familiarity with:
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Power Platform (Power Apps, Power Automate, Dataverse)
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Exposure to:
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Integration validation (APIs, Azure services)
QA & Testing Skills
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Hands-on experience in:
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Test case design & execution
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SIT, UAT, regression testing
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Strong in:
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Defect tracking tools (Azure DevOps, JIRA)
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Test management frameworks
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Ability to:
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Design end-to-end business scenario-based testing (critical for contact center)
Certifications (Preferred)
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Microsoft:
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Dynamics 365 Customer Service Functional Consultant (MB-230)
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QA:
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ISTQB / Certified Tester (optional but valuable)
Soft Skills
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Strong analytical and attention to detail
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Excellent stakeholder communication
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Ability to:
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Work with business users during UAT
Translate requirements- test scenarios
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Strong collaboration mindset across global teams
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.
