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 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).
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, Modernizing Operations, People Leadership, Personal Effectiveness, Risk Management, Storytelling
- Language
- English (Required)
- Language Proficiency -
- Proficient - C2
Additional Job Location -
- Master Skill List -
- Application Development Microsoft N
- 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.
