Sr. Tech Lead - Application Development Microsoft N 4D

Genpact Ltd.; Hyderabad; Hybrid; INR 4,000,000 - 6,500,000; Full time

Job summary

Genpact Ltd. in Hyderabad is hiring a Sr. Tech Lead - Application Development focused on integrating Dynamics 365 Customer Service with enterprise systems.

You will design real-time and batch integrations, implement using Azure Integration Services, and drive governance for omnichannel customer experiences. You will work with solution architects and developers to deliver scalable integration patterns, secure API interactions, and data flows that provide a 360° view of customers across channels.

Qualifications

• Experience in system integration and middleware/API development.
• Strong background in Dynamics 365 CE integrations.
• Experience with end-to-end CRM transformation programs.
• Familiarity with Azure Integration Services architecture.

Responsibilities

• Define integration architecture and patterns for D365 CE: real-time vs batch, event-driven patterns.
• Design and implement integrations using Azure services and APIs.
• Integrate D365 Contact Center with CTI and omnichannel systems.
• Design data flows for customer master data, orders, and service history.
• Develop and validate end-to-end integration testing; ensure data accuracy.
• Ensure security, latency, monitoring, and governance of integrations.
• Collaborate with architects and developers; document specs.

Skills

Azure Integration Services

APIs (REST/SOAP)

Azure Logic Apps

Azure Functions

Service Bus

CTI / Omnichannel integration

D365 CE integrations

Data modeling & mapping

Education

Bachelor's degree in Computer Engineering / CS / IT

Master's in Software Engineering (preferred)

Tools

Dataverse

Power Platform connectors

APIs (REST/SOAP)

CRM integrations (Dynamics 365)

Job description

Sr. Tech Lead - Application Development Microsoft 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.**Job Description**• **Job Description****Role Summary**Integration Consultant responsible for **designing, developing, and managing integrations** between **Dynamics 365 Customer Service / Contact Center and enterprise systems** (ERP, telephony, data platforms), ensuring **seamless omnichannel customer experience and real-time data flow**.This role is critical in enabling:* **360° customer view*** **Omnichannel interaction continuity*** **AI-driven automation and insights****Key Responsibilities****1. Integration Strategy & Design*** Define **integration architecture and patterns** for D365 CE implementations: + Real-time vs batch integrations + Event-driven architectures* Translate business requirements into: + Integration workflows + Data exchange models* Align integration with **contact center journeys (voice, chat, messaging)**Integration patterns and governance are explicitly a core responsibility in solution design for D365 CE contact center solutions**2. Development of Integrations*** Design and implement integrations using: + **Azure Logic Apps, Azure Functions, Service Bus, APIs (REST/SOAP)** + Power Platform connectors and custom connectors* Build integrations with: + ERP systems (SAP, Finance systems) + CRM / external applications + Data platforms (Data Lake, Databricks)Integration development via Azure services and APIs is a core technical responsibility across D365 CE roles**3. Contact Center & Omnichannel Integration (Critical)*** Integrate D365 Contact Center with: + **Telephony / CTI systems (Genesys, Twilio, Azure Communication Services, etc.)*** Enable: + Voice, chat, email, messaging interactions + Unified routing and agent experience* Implement: + IVR integrations + Customer identity/authentication mechanismsContact center integration includes CTI, IVR, and omnichannel routing orchestration**4. Data Integration & 360° Customer View*** Design data flows for: + Customer master data + Orders, invoices, service history* Ensure: + Data synchronization between systems + Data integrity and consistency* Enable unified customer context across channelsEnterprise integration layer connects D365 with multiple systems (SAP, SFDC, data lake, etc.)**5. Testing & Validation*** Support: + Integration testing (SIT) + End-to-end process validation* Validate: + API responses and error handling + Data accuracy across systems* Troubleshoot: + Integration failures and latency issues**6. Performance, Scalability & Monitoring*** Ensure: + High availability of integrations + Low latency for real-time customer interactions* Implement: + Monitoring and logging frameworks* Optimize: + Integration throughput and performance**7. Security & Compliance*** Implement: + Secure API interactions (OAuth, tokens) + Data privacy controls (masking, encryption)* Ensure compliance with: + GDPR and audit requirements (depending on geography)**8. Collaboration & Delivery*** Work closely with: + Solution architects + Functional consultants + Technical developers* Participate in: + Design reviews + Sprint ceremonies (Agile delivery)* Document: + Integration design documents + Data mapping and interface specifications**Qualifications & Experience****Experience*** **Extensive experience i**n system integration / middleware / API development* Strong experience in: + Dynamics 365 CE integrations + Contact center / Omnichannel implementations* Experience with: + End-to-end CRM transformation programs**Technical Skills****Core Integration Skills*** Strong experience in: + APIs (REST/SOAP) + Middleware and messaging systems* Expertise in: + **Azure Integration Services (Logic Apps, Functions, Service Bus)****D365 & Platform Knowledge*** Understanding of: + Dynamics 365 Customer Service + Dataverse + Power Platform**Contact Center / Domain Knowledge*** Experience with: + CTI / telephony integration + Omnichannel for Customer Service* Understanding of: + Customer interaction flows + Agent desktop integration**Data & Integration Architecture*** Knowledge of: + Data modeling and mapping + ETL and real-time data pipelines* Familiarity with: + Enterprise integration patterns**Certifications (Preferred)*** Microsoft: + Azure Developer Associate (AZ-204) + Power Platform Developer (PL-400) + Dynamics 365 Customer Service (MB-230)**Soft Skills*** Strong problem-solving and troubleshooting skills* Stakeholder communication (technical + business)* Ability to work in global / multi-system environments**Qualifications**Bachelors - Computer Engineering, Bachelors - Computer Science, Bachelors - Information Technology, Masters - Software Engineering**Certifications**AZ-204: Microsoft Azure Developer Associate - MicrosoftMicrosoft, BUILD - DIGITAL MARKETING - GenpactGenpact, ISTQB Certified Tester - International Society for Technology in Education (ISTE)International Society for Technology in Education (ISTE), Microsoft Certified: Power Platform App Maker Associate - MicrosoftMicrosoft, Oracle Certified Professional, Java SE 8 Programmer I - OracleOracle**Required Skills**Microsoft Applications, Microsoft Dynamics 365 Customer Service, Microsoft Dynamics 365 ERP, Microsoft Dynamics 365 Field Service, Microsoft Dynamics 365 Finance and Operations, Microsoft Dynamics 365 for Finance and Operations, Microsoft Dynamics 365 Marketing, Microsoft Dynamics 365 Project Operations, Microsoft Dynamics 365 Sales**Language**English (Required)**Language Proficiency -**Proficient - C2**Additional Job Location -****Job Type**Regular**Master Skill List -**Application Development Microsoft N**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 Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up. Let’s build tomorrow together.