3 days ago
Hyderābād, IndiaStaff+
Responsibilities
- Lead requirements workshops, business analysis, fit-gap assessments, and functional and technical specifications for contact center solutions.
- Design and configure Dynamics 365 Customer Service modules and Power Platform components, including apps, flows, dashboards, forms, views, and security roles.
- Develop plugins, custom workflow activities, JavaScript/TypeScript client-side scripts, and PCF controls using C#/.NET when required.
- Design and implement integrations among Dynamics 365, Power Platform, telephony systems, knowledge bases, and other external systems using APIs, Azure services, and custom connectors.
- Oversee data migration activities and help ensure data integrity and unified customer information.
- Develop and execute functional, user acceptance, and integration test plans and support ALM and Azure DevOps deployment practices.
- Deliver user training, prepare documentation, provide post-go-live support, and advise clients on platform best practices and new capabilities.
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, particularly in Customer Service or contact center environments.
- Hands-on experience with Power Apps, Power Automate, Power BI, and Dataverse.
- Strong proficiency in Dynamics 365 configuration and customization, including forms, views, dashboards, workflows, and business rules.
- Knowledge of C#/.NET, JavaScript/TypeScript, Web APIs, Azure services, and integration patterns.
- Experience with Omnichannel for Customer Service is highly desirable.
- Familiarity with the full software development lifecycle and Agile methodologies such as Scrum is advantageous.
- Strong analytical, problem-solving, communication, client-facing, independent-working, and collaborative skills.
- Preferred certifications include Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate, Microsoft Certified: Power Platform Functional Consultant Associate, and Microsoft Certified: Power Platform Developer Associate.
Benefits
- Hybrid work arrangement in India with any work shift.
- Regular employment with hands-on experience, mentorship, and learning opportunities.
- Opportunity to lead AI-powered transformation and solve enterprise business challenges.
- Values-driven, inclusive work environment with a large global team.
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.