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 -
- Master Skill List -
- Application Development Microsoft N
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.
