Microsoft Dynamics Consultant

Genpact Ltd.; Bengaluru Urban; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Genpact Ltd. is seeking an experienced Dynamics 365 CE specialist focused on Customer Service/Contact Center. You will configure, customize, and optimize CS modules, including case management, knowledge base, queues, SLAs, and omnichannel capabilities.

You will gather business requirements, design scalable CS solutions, and work with stakeholders to drive process improvements, adopt new tools, and ensure secure, governance-aligned deployments.

Qualifications

• Strong senior level hands-on experience in MS Dynamics 365 CE with a focus on Customer Service or Contact Center implementations.
• Configure and customize Dynamics 365 Customer Service modules including Case Management, Knowledge Base, Queues, Routing Rules, SLAs, Entitlements, and Omnichannel capabilities.

Responsibilities

• Gather, analyze, and document business requirements for customer service and contact center transformation initiatives.
• Design and implement scalable customer service solutions aligned with business objectives and industry best practices.
• Work closely with business stakeholders, product owners, and support teams to optimize customer service processes and improve agent productivity.
• Configure Contact Center functionalities including agent workspace, chat, voice, digital channels, and customer interaction management.
• Drive requirement workshops, solution design sessions, and fit-gap analysis with clients.
• Support Agile project delivery by participating in sprint planning, backlog grooming, daily stand-ups, reviews, and retrospectives.
• Collaborate with cross-functional teams including developers, architects, testers, and business analysts to deliver end-to-end solutions.
• Implement integrations between Dynamics 365 CE and external applications using APIs, Power Platform, and Azure services.
• Create functional specifications, user stories, process flows, and solution documentation.
• Perform system testing, user acceptance testing (UAT), defect management, and production deployment support.
• Lead change management activities and support user adoption through training, demonstrations, and knowledge transfer sessions.
• Utilize Design Thinking principles to identify opportunities for service improvement and enhanced customer experience.
• Monitor and manage project risks, issues, dependencies, and mitigation plans.
• Build and maintain strong client relationships while providing consultative guidance and strategic recommendations.
• Present solutions and project updates confidently to business and executive stakeholders.
• Leverage Power Platform components including Power Apps, Power Automate, and Power BI to enhance customer service processes.
• Support modernization initiatives by recommending automation, AI-driven customer service capabilities, and process optimization opportunities.
• Ensure solution compliance with security, governance, and organizational standards.
• Mentor junior team members and contribute to team capability development and knowledge sharing.

Skills

MS Dynamics 365 Customer Service

MS Dynamics 365 CE

Contact Center / Customer Service Ops

Omnichannel for Customer Service

Power Platform (Power Apps, PowerAutom

Job description

• Strong senior level hands-on experience in MS Dynamics 365 CE with a strong focus on Customer Service or Contact Center implementations.
• Configure and customize Dynamics 365 Customer Service modules including Case Management, Knowledge Base, Queues, Routing Rules, SLAs, Entitlements, and Omnichannel capabilities.
• Gather, analyze, and document business requirements for customer service and contact center transformation initiatives.
• Design and implement scalable customer service solutions aligned with business objectives and industry best practices.
• Work closely with business stakeholders, product owners, and support teams to optimize customer service processes and improve agent productivity.
• Configure Contact Center functionalities including agent workspace, chat, voice, digital channels, and customer interaction management.
• Drive requirement workshops, solution design sessions, and fit-gap analysis with clients.
• Support Agile project delivery by participating in sprint planning, backlog grooming, daily stand-ups, reviews, and retrospectives.
• Collaborate with cross-functional teams including developers, architects, testers, and business analysts to deliver end-to-end solutions.
• Implement integrations between Dynamics 365 CE and external applications using APIs, Power Platform, and Azure services.
• Create functional specifications, user stories, process flows, and solution documentation.
• Perform system testing, user acceptance testing (UAT), defect management, and production deployment support.
• Lead change management activities and support user adoption through training, demonstrations, and knowledge transfer sessions.
• Utilize Design Thinking principles to identify opportunities for service improvement and enhanced customer experience.
• Monitor and manage project risks, issues, dependencies, and mitigation plans.
• Build and maintain strong client relationships while providing consultative guidance and strategic recommendations.
• Present solutions and project updates confidently to business and executive stakeholders.
• Leverage Power Platform components including Power Apps, Power Automate, and Power BI to enhance customer service processes.
• Support modernization initiatives by recommending automation, AI-driven customer service capabilities, and process optimization opportunities.
• Ensure solution compliance with security, governance, and organizational standards.
• Mentor junior team members and contribute to team capability development and knowledge sharing.

Required Skills

• MS Dynamics 365 Customer Service
• MS Dynamics 365 CE
• Contact Center / Customer Service Operations
• Omnichannel for Customer Service
• Power Platform (Power Apps, Power Automate)

Preferred Certifications

• ISTQB Certified Tester
• Oracle Certified Professional, Java SE 8 Programmer
• Digital Marketing Certification (Preferred)