3 days ago
Hyderābād, IndiaStaff+
Responsibilities
- Lead requirements workshops, fit-gap analysis, and functional and technical specification development 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 scripting, and PCF controls using C#/.NET when customization is needed.
- Design and implement integrations among Dynamics 365, Power Platform, external systems, telephony systems, and knowledge bases using APIs, Azure services, and custom connectors.
- Oversee data migration, testing, application lifecycle management, and Azure DevOps deployments.
- Deliver end-user training, documentation, post-go-live support, and advisory guidance on Omnichannel, AI, Copilot, and continuous improvement.
Requirements
- Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field.
- Proven experience implementing and customizing Microsoft Dynamics 365 CRM solutions in the Customer Service or contact center domain.
- Hands-on experience with Power Apps, Power Automate, Power BI, and Dataverse.
- Experience with Omnichannel for Customer Service is highly desirable.
- 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.
- Familiarity with the software development lifecycle and Agile methodologies such as Scrum is advantageous.
- Preferred certifications include Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate, Power Platform Functional Consultant Associate, or Power Platform Developer Associate.
- Strong analytical, problem-solving, communication, client-facing, independent-working, and collaborative abilities.
- English proficiency at C2 level is required.
Benefits
- Hybrid work arrangement with a variable work shift in India.
- Regular employment with hands-on experience, mentorship, and learning opportunities.
- Opportunity to work on AI-powered transformation and enterprise technology challenges.
- Values-driven environment emphasizing integrity, inclusion, client focus, innovation, and collaboration.
Tech Stack
Categories
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.