3 days ago
Mumbai, IndiaStaff+
Responsibilities
- Lead stakeholder workshops, requirements gathering, process analysis, and gap assessments for Dynamics 365 implementations.
- Design and configure end-to-end Microsoft Dynamics 365 Customer Service and Power Platform solutions.
- Implement contact center and omnichannel features including unified routing, work streams, capacity profiles, data masking, and authentication settings.
- Create functional specifications, process flows, test scripts, user manuals, and other implementation documentation.
- Collaborate with developers, architects, and integration specialists to deliver functional designs throughout the project lifecycle.
- Develop and execute SIT and UAT test plans.
- Deliver end-user training, support change management, and promote user adoption.
- Provide post-go-live support, troubleshoot issues, manage escalations, and recommend system improvements.
- Advise clients on Microsoft best practices and emerging technologies including AI/ML and Virtual Agents.
- Mentor junior team members and manage client expectations across multiple implementation projects.
Requirements
- 7–10+ years of experience in functional consulting focused on Microsoft Dynamics 365 Customer Engagement or CRM implementations.
- Proven experience with Microsoft Dynamics 365 Customer Service and contact center solutions.
- Experience delivering multiple full-cycle implementations and managing client expectations.
- Deep functional knowledge of D365 Customer Service, including case management, knowledge management, queues, routing, entitlements, and SLAs.
- Hands-on experience with Microsoft Power Apps, Power Automate, Power BI, and Dataverse.
- Understanding of data migration, APIs, Azure services, system integration concepts, and DevOps practices.
- Strong analytical, problem-solving, critical-thinking, communication, presentation, and stakeholder-management skills.
- Ability to work independently, manage multiple tasks, and mentor junior team members.
- Bachelor’s degree in Computer Engineering, Computer Science, or Information Technology, or a master’s degree in Software Engineering.
- Preferred Microsoft certifications include Dynamics 365 Customer Service Functional Consultant Associate and Power Platform Functional Consultant.
- English proficiency at C2 level is required.
Benefits
- Hybrid work arrangement in India with a variable work shift.
- Regular employment with opportunities for mentorship, hands-on experience, and world-class learning.
- Opportunity to lead AI-powered enterprise transformation and work with a global workforce of more than 140,000 employees.
- Values-driven, inclusive work environment focused on integrity, innovation, client service, and professional growth.
About Genpact
Genpact is a global professional services and technology firm that runs and transforms mission-critical operations for large enterprises through consulting, managed services, and AI- and analytics-driven platforms. It serves industries such as banking, insurance, healthcare, and manufacturing/supply chain, modernizing finance, risk, customer service, and back-office processes. Headquartered in New York and listed on the NYSE (G), Genpact originated within GE before becoming an independent public company.