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
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
- 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.
