Sr. Tech Lead - Application Development Microsoft N 4D

Hirly; Mizoram; Hybrid; INR 1,400,000 - 2,000,000; Full time

Job summary

Genpact is seeking an Integration Consultant to design, build, and manage integrations between Dynamics 365 Customer Service / Contact Center and enterprise systems. You will enable seamless omnichannel experiences, real-time data flow, and a 360° customer view across ERP, CRM, and data platforms.

You will work with Azure Logic Apps, Functions, Service Bus, and REST/SOAP APIs, aligning integration with contact center journeys and governance.

Qualifications

• Extensive experience in system integration, middleware, and API development.
• Strong Dynamics 365 CE integrations experience.
• Experience with omnichannel contact center implementations.
• Proficiency with Azure Integration Services and data integration patterns.
• Ability to translate business requirements into integration designs and data flows.

Responsibilities

• Define integration architecture and patterns for D365 CE implementations.
• Design real-time vs batch integrations and event-driven architectures.
• Translate business requirements into integration workflows and data exchange models.
• Develop integrations using Azure Logic Apps, Functions, Service Bus, and REST/SOAP APIs.
• Build and connect ERP/CRM systems, data platforms, and CTI/telephony integrations.
• Ensure data synchronization and a 360° customer view across systems.

Skills

System integration

Middleware

API development

Dynamics 365 CE

Contact center / Omnichannel

Azure Integration Services

Logic Apps / Functions

Service Bus

REST / SOAP APIs

Power Platform connectors

Education

Bachelor's degree in Computer Engineering

Bachelor's degree in Computer Science

Masters in Software Engineering

Tools

Azure Logic Apps

Azure Functions

Service Bus

Power Platform

REST/SOAP APIs

Job description

• Collaboration & Delivery
• Sprint ceremonies (Agile delivery)
• Extensive experience i n system integration / middleware / API development
• Power Platform Developer (PL-400)

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

• 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

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

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 mechanisms

Contact center integration includes CTI, IVR, and omnichannel routing orchestration

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 channels

Enterprise integration layer connects D365 with multiple systems (SAP, SFDC, data lake, etc.)

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
• 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
• Security & Compliance
• Implement:
• Secure API interactions (OAuth, tokens)
• Data privacy controls (masking, encryption)
• Ensure compliance with:
• GDPR and audit requirements (depending on geography)

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

Experience

Qualifications & 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

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.

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 app