You will be taken to Genpact’s own careers page to apply. Job ID JR10005542.
Job description
Sr. Tech Lead - Application Development Microsoft N Ready to turn bold ideas into real-world impact? 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.
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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. Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.
Job Description Role Summary Senior Functional Consultant responsible for design, implementation, and training enablement of Dynamics 365 Customer Service & Contact Center (Omnichannel) solutions. The role focuses on driving user adoption, delivering structured training programs, and ensuring business readiness across global deployments. 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 & Experience Experience
Extensive experience in Dynamics 365 CE / CRM functional consulting
Strong experience in:
Dynamics 365 Customer Service
Contact Center / Omnichannel implementations
Proven experience in:
End-to-end implementation (multiple projects)
Training delivery & change management (key differentiator)
Functional & Technical Skills
Deep expertise in:
Case management
Knowledge management
Routing & SLAs
Omnichannel capabilities
Training & Enablement Skills (Critical)
Experience designing role-based learning programs
Strong facilitation skills:
Virtual + classroom training
Ability to translate:
Complex workflows → simple user instructions
Exposure to:
Adoption frameworks
Learning management systems (optional but valuable)
Certifications (Preferred)
Microsoft Certified:
Dynamics 365 Customer Service Functional Consultant (MB-230)
Power Platform Functional Consultant (PL-200)
Soft Skills
Strong stakeholder communication & presentation skills
Analytical thinking & problem-solving
Ability to:
Lead workshops
Mentor junior consultants
Drive cross-team alignment
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 -
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.
