Sr. Architect - Enterprise Application - Oracle N 3

Genpact; Dadri; Hybrid; INR 1,500,000 - 2,100,000; Full time

Job summary

Genpact is seeking a Sr. Architect for Enterprise Applications with Oracle N expertise. You will lead workshops, design end-to-end D365-based solutions, and configure contact center features to enhance customer engagements.

Collaboration with cross-functional teams across Agile/SCRUM environments is essential. The role requires deep Oracle Cloud and Power Platform experience, strong stakeholder management, and a track record of delivering complex CRM projects in a fast-moving, innovation-driven

Qualifications

• Experience in functional consulting and Microsoft Dynamics 365 CE/CRM implementations.
• Hands-on with D365 Customer Service and contact center solutions.
• Strong knowledge of Power Platform and APIs/Azure integration.

Responsibilities

• Lead requirements gathering workshops with stakeholders to capture business needs.
• Design end-to-end functional solutions leveraging Dynamics 365 and Power Platform features.
• Configure contact center/Omnichannel functionalities including routing and entitlements.
• Create and maintain functional designs, process flows, and test scripts.

Skills

Agile Methodology

CRM

Power Platform

D365 Customer Service

Oracle Cloud

AI/ML

Education

Bachelor's degree in Computer Engineering/CS/IT

Masters in Software Engineering

Tools

Power BI

Dataverse

Azure services

DevOps practices

Job description

Sr. Architect - Enterprise Application - Oracle N

Ready to turn bold ideas into real-world impact? At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges. If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment.

Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises. Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.

Requirements Gathering and Analysis

Lead workshops and meetings with stakeholders to capture and document detailed business requirements, identify pain points, and conduct gap analyses between existing processes and D365 capabilities.

Solution Design and Configuration

Design end-to-end functional solutions, leveraging out-of-the-box Dynamics 365 Customer Service and Power Platform features where possible. This includes configuring cases, knowledge management, queues, entitlements, SLAs, security models, and interactive dashboards.

Contact Center Specialization

Implement and configure specialized contact center/Omnichannel features, such as unified routing, work streams, capacity profiles, data masking, and authentication settings to manage customer interactions across various channels (chat, email, etc.).

Documentation and Training

Create and maintain comprehensive documentation, including functional design specifications, process flows, test scripts, and user manuals. Plan and deliver end-user training sessions and support change management activities to drive user adoption.

Implementation and Testing

Collaborate with cross-functional technical teams (developers, architects, integration specialists) to translate functional designs into technical solutions and support delivery throughout the project lifecycle (Agile/SCRUM). Develop and execute test plans (SIT and UAT) to ensure the solution meets business and functional requirements.

Advisory and Support

Provide post-go-live support, troubleshoot issues, manage escalations, and recommend continuous improvements to optimize the system and enhance customer satisfaction. Advise clients on Microsoft best practices and emerging technologies like AI/ML and Virtual Agents.

Minimum Qualifications

• Experience: Experience in functional consulting, with a focus on Microsoft Dynamics 365 Customer Engagement (CE) / CRM implementations. Proven experience specifically with D365 Customer Service and contact center solutions is essential. Experience delivering multiple full-cycle implementation projects and managing client expectations.
• Technical Knowledge: Deep functional knowledge of the D365 Customer Service module, including case management, knowledge management, queues, routing, entitlements, and SLAs. Strong understanding and hands-on experience with Microsoft Power Platform (Power Apps, Power Automate, Power BI, Dataverse). Familiarity with data migration, system integration concepts (APIs, Azure services), and DevOps practices.
• Soft Skills: Excellent analytical, problem-solving, and critical thinking abilities. Exceptional communication, presentation, and stakeholder management skills to work with both technical and non-technical audiences. Strong self-starter with the ability to manage multiple tasks, work independently, and mentor junior team members.
• Certifications (Preferred): Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate (MB-230). Microsoft Certified: Power Platform Functional Consultant (PL-200).
• Qualifications Bachelors - Computer Engineering, Bachelors - Computer Science, Bachelors - Information Technology, Masters - Software Engineering Certifications Oracle Certified Implementation Specialist (Oracle Cloud) - OracleOracle
• Required Skills Agile Methodology, Agile Methodology, Automated Testing, Change Management, CIG Integration, Client Advisory, Client Relations, Collaboration Tools, Customer Onboarding, Customer Relationship Management (CRM), Design Thinking, Enterprise Resource Planning (ERP), Executive Presence, Inclusion, JD Edwards Direct steam injection (DSI), JD Edwards Service Manager, Master Data Management (MDM), Modernizing Operations, OLFM (Oracle), Oracle Advanced Supply Chain Planning (ASCP), Oracle ATG Webservices, Oracle Cloud, Oracle Customer Experience (CX), Oracle Demantra Demand Driven Planning, Oracle Eloqua {+ 18 more}
• Language English (Required) Language Proficiency - Proficient - C2 Additional Job Location - Job Type Regular Master Skill List - Enterprise Application - Oracle N Remote Type - Hybrid Work Shift - Variable (India)
• Remote Type - Hybrid Work Shift - Variable (India)

Why join Genpact?

• Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter
• Make an impact – Help global enterprises solve business challenges that matter
• Accelerate your career – Gain hands‑on experience, mentorship, and world‑class learning opportunities to stay ahead
• Work with the best – Join 140,000+ bold thinkers and problem‑solvers who push boundaries every day
• Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.

We're an agentic and advanced technology solutions company that runs mission‑critical operations for the world's leading companies, while building and deploying the agentic products and technology that power those operations. Join us to build the career you want — and be on it because you'll be in it.