2 days ago
Hyderābād, IndiaStaff+
Responsibilities
- Lead or participate in requirements workshops, fit-gap analyses, and functional and technical specification development.
- Design and configure Dynamics 365 Customer Service modules and Power Platform components for contact center use cases.
- Develop plugins, custom workflow activities, client-side scripts, and PCF controls using C#/.NET and JavaScript/TypeScript when required.
- Design and implement integrations between Dynamics 365, Power Platform, external systems, and telephony or knowledge-base platforms.
- Oversee data migration activities and support data integrity and unified customer information.
- Develop and execute functional, user acceptance, and integration test plans.
- Support ALM practices and deployments through Azure DevOps.
- Deliver end-user training, user guides, documentation, and post-go-live support.
- Advise clients on best practices, new Dynamics 365 and Power Platform capabilities, Omnichannel for Customer Service, and AI/Copilot opportunities.
Requirements
- Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field is typically required.
- Typically 3-5+ years of experience implementing and customizing Microsoft Dynamics 365 CRM solutions, especially Customer Service or contact center solutions.
- Hands-on experience with Power Apps, Power Automate, Power BI, and Dataverse.
- Experience with Dynamics 365 Omnichannel for Customer Service is highly desirable.
- Strong D365 configuration and customization skills across forms, views, dashboards, workflows, and business rules.
- Knowledge of C#/.NET, JavaScript/TypeScript, Web APIs, Azure services, and integration patterns.
- Familiarity with the full software development lifecycle and Agile methodologies such as Scrum is advantageous.
- Strong analytical, problem-solving, communication, client-facing, and collaboration skills.
- English proficiency at C2 level is required.
- Preferred certifications include Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate, Power Platform Functional Consultant Associate, and Power Platform Developer Associate.
Benefits
- Hybrid work arrangement in India with a variable work shift.
- Regular employment with opportunities for mentorship, learning, and career development.
- Opportunity to work on AI-powered transformation and enterprise technology projects.
- Values-driven, inclusive workplace with equal-opportunity employment practices.
Tech Stack
Categories
Solutions Engineering
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.