17 days ago
Mumbai, IndiaStaff+
Responsibilities
- Gather and analyze business requirements through workshops, fit-gap analyses, and functional and technical specifications.
- Design and configure Dynamics 365 Customer Service modules and Power Platform components for contact center needs.
- Develop plugins, custom workflow activities, client-side scripts, and Power Apps Component Framework controls using C#/.NET, JavaScript, and TypeScript 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.
- Create and execute functional, user acceptance, and integration test plans.
- Support application lifecycle management and deployments through Azure DevOps.
- Deliver user training, create 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, Computer Engineering, or a related field is typically required.
- Proven experience implementing and customizing Microsoft Dynamics 365 CRM solutions, especially in Customer Service or contact center environments.
- Hands-on experience with Power Apps, Power Automate, Power BI, and Dataverse, including canvas and model-driven applications.
- Experience with 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 contact center features such as Omnichannel for Customer Service is highly desirable.
- Familiarity with the full software development lifecycle and Agile or Scrum methodologies is advantageous.
- Strong analytical, problem-solving, communication, client-facing, independent-working, and collaboration skills.
- Preferred certifications include Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate, Power Platform Functional Consultant Associate, Power Platform Developer Associate, Azure Developer Associate, and related listed certifications.
- English proficiency at C2 level is required.
Benefits
- Hybrid work arrangement with a variable work shift in India.
- Regular employment with opportunities for mentorship, learning, career development, and hands-on experience.
- Opportunity to work on AI-powered transformation and enterprise technology initiatives within a large global organization.
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.