Sr. Tech Lead - Application Development Microsoft N 4D

Genpact Ltd.; Pune District; Hybrid; INR 2,500,000 - 4,000,000; Full time

Job summary

Genpact Ltd. is seeking a Sr. Tech Lead for Application Development focusing on Microsoft Dynamics 365 Customer Service and Omnichannel. You will drive design, configuration, and training enablement across global deployments, ensuring business readiness and strong user adoption.

The role emphasizes collaboration with architects, analytics, and integration teams, with a focus on AI-enabled contact center capabilities and process standardization across regions.

Qualifications

• Bachelor’s degree in a field related to computer science or engineering.
• Masters in software engineering is a plus.
• Strong knowledge of Dynamics 365 and Microsoft stack required.

Responsibilities

• Lead functional design and delivery for Dynamics 365 Customer Service & Omnichannel.
• Drive training enablement and user adoption across global deployments.
• Collaborate with solution architects, technical teams, and integration teams.

Skills

Microsoft Applications

Dynamics 365 Customer Service

Dynamics 365 ERP

Dynamics 365 Field Service

Dynamics 365 Finance and Operations

Dynamics 365 Marketing

Dynamics 365 Project Operations

Dynamics 365 Sales

Education

Bachelor's degree - Computer Engineering

Bachelor's degree - Computer Science

Bachelor's degree - Information Technology

Master's - Software Engineering

Tools

Azure Developer Associate

Microsoft Azure

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

Role Summary Senior Functional Consultant responsible for design, implementation, and training enablement of Dynamics 365 Customer Service & Contact Center (Omnichannel) solutions. The role focuses on driving user adoption, delivering structured training programs, and ensuring business readiness across global deployments.

Key Responsibilities

1. Functional Consulting & Solution Delivery
   • Lead requirement gathering workshops, stakeholder discussions, and fit-gap analysis for Customer Service and Contact Center processes
   • Design and configure D365 Customer Service capabilities including: Case management, Knowledge base, Queues, SLAs, entitlements, Security models & dashboards
   • Configure Omnichannel / Contact Center features: Unified routing, workstreams, capacity profiles, Chat, voice, messaging channels, Agent experience & conversation handling
2. Training Strategy & Execution (Core Focus Area)
   • Define training strategy across roles: Agents, Supervisors / Team Leads, Business Users, Admins
   • Develop training artifacts: Training decks, process flows, SOPs, User manuals, quick reference guides
   • Simulation-based learning (use cases, scenarios)
   • Deliver: Instructor-led training sessions (ILT), Walkthroughs for omnichannel flows (chat, call, cases), Train-the-trainer sessions for client SMEs
   • Enable change management & adoption tracking: User readiness assessments, Feedback collection and loop closure, Adoption KPIs (usage, case handling, resolution time)
3. Contact Center Transformation Support
   • Support implementation of modern AI-enabled contact center capabilities: Self-service (chatbots, IVR), Agent assist (Copilot, knowledge suggestions)
   • Unified customer view & omnichannel engagement
   • Drive process standardization across regions (important in multi-territory rollouts like yours)
4. Testing & Transition to Support
   • Define and execute: SIT / UAT scenarios aligned to real contact center journeys
   • Support: Business validation workshops, Go-live readiness training
   • Ensure smooth transition to Run/Support teams
5. Stakeholder & Delivery Collaboration
   • Collaborate with: Solution Architects, Technical Teams, Integration teams
   • Act as functional SME for Customer Service & Training workstream
   • Provide advisory on: Best practices, AI/Copilot enablement, Continuous improvement roadmap

Qualifications

• Bachelors - Computer Engineering
• Bachelors - Computer Science
• Bachelors - Information Technology
• Masters - Software Engineering

Certifications

• AZ-204: Microsoft Azure Developer Associate - Microsoft
• BUILD - DIGITAL MARKETING - Genpact
• ISTQB Certified Tester - International Society for Technology in Education (ISTE)
• Microsoft Certified: Power Platform App Maker Associate - Microsoft
• Oracle Certified Professional, Java SE 8 Programmer I - Oracle

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.

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.