3 days ago
Bengaluru, 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 needs such as case management, routing, and agent scripting.
- Develop plugins, custom workflow activities, client-side JavaScript/TypeScript, and PCF controls using C#/.NET when out-of-the-box functionality is insufficient.
- 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 support data integrity and unified customer information.
- Develop and execute functional, user acceptance, and integration test plans.
- Support ALM practices and deployment through Azure DevOps.
- Deliver end-user training, create documentation, and provide post-go-live support.
- Advise clients on best practices, new features such as Omnichannel for Customer Service and AI/Copilot capabilities, and continuous improvement opportunities.
Requirements
- Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field; a master's degree in Software Engineering is also listed among the qualifications.
- Proven experience implementing and customizing Microsoft Dynamics 365 CRM solutions, particularly in Customer Service or contact center domains.
- Hands-on experience with Power Apps, Power Automate, Power BI, and Dataverse, including canvas and model-driven applications.
- Strong proficiency configuring and customizing Dynamics 365 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.
- Experience with Omnichannel for Customer Service is highly desirable.
- Strong analytical, problem-solving, communication, client-facing, independent-working, and collaborative abilities.
- Preferred certifications include Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate, Power Platform Functional Consultant Associate, Power Platform Developer Associate, and Azure Developer Associate.
Benefits
- Hybrid work arrangement in India with a variable work shift.
- Regular employment with hands-on experience, mentorship, and learning opportunities.
- Opportunity to work on AI-powered transformation and enterprise technology solutions.
- Values-driven and inclusive work environment with equal employment opportunity.
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.