This role is critical in enabling
360° customer view
Omnichannel interaction continuity
AI-driven automation and insights
Key Responsibilities
1. Integration Strategy & Design
Define integration architecture and patterns for D365 CE implementations:
Real-time vs batch integrations
Event-driven architectures
Translate business requirements into
Integration workflows
Data exchange models
Align integration with contact center journeys (voice, chat, messaging)
Integration patterns and governance are explicitly a core responsibility in solution design for D365 CE contact center solutions
2. Development of Integrations
Design and implement integrations using
Azure Logic Apps, Azure Functions, Service Bus, APIs (REST/SOAP)
Power Platform connectors and custom connectors
Build integrations with
ERP systems (SAP, Finance systems)
CRM / external applications
Data platforms (Data Lake, Databricks)
Integration development via Azure services and APIs is a core technical responsibility across D365 CE roles
3. Contact Center & Omnichannel Integration (Critical)
Integrate D365 Contact Center with
Telephony / CTI systems (Genesys, Twilio, Azure Communication Services, etc.)
Enable
Voice, chat, email, messaging interactions
Unified routing and agent experience
Implement
IVR integrations
Customer identity/authentication mechanisms
Contact center integration includes CTI, IVR, and omnichannel routing orchestration
4. Data Integration & 360° Customer View
Design data flows for
Customer master data
Orders, invoices, service history
Ensure
Data synchronization between systems
Data integrity and consistency
Enable unified customer context across channels
Enterprise integration layer connects D365 with multiple systems (SAP, SFDC, data lake, etc.)
5. Testing & Validation
Support
Integration testing (SIT)
End-to-end process validation
Validate
API responses and error handling
Data accuracy across systems
Troubleshoot
Integration failures and latency issues
6. Performance, Scalability & Monitoring
Ensure
High availability of integrations
Low latency for real-time customer interactions
Implement
Monitoring and logging frameworks
Optimize
Integration throughput and performance
7. Security & Compliance
Implement
Secure API interactions (OAuth, tokens)
Data privacy controls (masking, encryption)
Ensure compliance with
GDPR and audit requirements (depending on geography)
8. Collaboration & Delivery
Work closely with
Solution architects
Functional consultants
Technical developers
Participate in
Design reviews
Sprint ceremonies (Agile delivery)
Document
Integration design documents
Data mapping and interface specifications
Qualifications & Experience
Experience
Extensive experience in system integration / middleware / API development
Strong experience in
Dynamics 365 CE integrations
Contact center / Omnichannel implementations
Experience with
End-to-end CRM transformation programs
Technical Skills
Core Integration Skills
Strong experience in
APIs (REST/SOAP)
Middleware and messaging systems
Expertise in
Azure Integration Services (Logic Apps, Functions, Service Bus)
D365 & Platform Knowledge
Understanding of
Dynamics 365 Customer Service
Dataverse
Power Platform
Contact Center / Domain Knowledge
Experience with
CTI / telephony integration
Omnichannel for Customer Service
Understanding of
Customer interaction flows
Agent desktop integration
Data & Integration Architecture
Knowledge of
Data modeling and mapping
ETL and real-time data pipelines
Familiarity with
Enterprise integration patterns
Certifications (Preferred)
Microsoft
Azure Developer Associate (AZ-204)
Power Platform Developer (PL-400)
Dynamics 365 Customer Service (MB-230)
Soft Skills
Strong problem-solving and troubleshooting skills
Stakeholder communication (technical + business)
Ability to work in global / multi-system environments
Qualifications
Bachelors - Computer Engineering, Bachelors - Computer Science, Bachelors - Information Technology, Masters - Software Engineering
- Certifications
- AZ-204: Microsoft Azure Developer Associate - Microsoft, BUILD - DIGITAL MARKETING - Genpact, Microsoft Certified: Power Platform App Maker Associate - Microsoft
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 -
- DNU 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.
