29 days ago
Noida, IndiaSenior
Responsibilities
- Lead workshops and stakeholder meetings to gather requirements, identify pain points, and perform gap analyses.
- Design and configure end-to-end Microsoft Dynamics 365 Customer Service and Power Platform solutions.
- Implement contact center and Omnichannel capabilities including unified routing, work streams, capacity profiles, data masking, and authentication settings.
- Create functional specifications, process flows, test scripts, user manuals, and training materials.
- Collaborate with developers, architects, and integration specialists throughout the implementation lifecycle.
- Develop and execute SIT and UAT test plans.
- Provide post-go-live support, troubleshoot issues, manage escalations, and recommend continuous improvements.
- Advise clients on Microsoft best practices and emerging technologies such as AI/ML and Virtual Agents.
- Support change management, user adoption, client advisory, and mentoring of junior team members.
Requirements
- Experience in functional consulting focused on Microsoft Dynamics 365 Customer Engagement/CRM implementations.
- Proven experience with D365 Customer Service and contact center solutions.
- Experience delivering multiple full-cycle implementation projects 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 Platform, including Power Apps, Power Automate, Power BI, and Dataverse.
- Familiarity with data migration, APIs, Azure services, system integration concepts, and DevOps practices.
- Excellent analytical, problem-solving, communication, presentation, and stakeholder management skills.
- Ability to manage multiple tasks independently, work with technical and non-technical audiences, 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 certifications include Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate (MB-230), Microsoft Certified: Power Platform Functional Consultant (PL-200), and Oracle Certified Implementation Specialist (Oracle Cloud).
- English proficiency at C2 level is required.
Benefits
- Hybrid work arrangement with a variable work shift in India.
- Regular employment with career development, mentorship, hands-on learning, and world-class training opportunities.
- Opportunity to lead AI-powered transformation and work on global enterprise business challenges.
- Inclusive, values-driven work environment with equal employment opportunity.
Tech Stack
AzureOracle Cloud
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.