Tech Lead - Application Development Microsoft N 4C

1401 Genpact India Pvt. Ltd.; Mumbai; Hybrid; INR 1,500,000 - 2,500,000; Full time

Job summary

Genpact invites a Tech Lead – Application Development Microsoft N to drive Dynamics 365 CRM and Power Platform initiatives in a hybrid India-based role. You’ll lead workshops, design and configure CRM modules, and deliver scalable AI-enabled solutions across contact-center functions.

You will integrate with Azure services, ensure data integrity, and mentor teams through SDLC and Agile practices, while advising on Omnichannel and Copilot capabilities.

Qualifications

• Bachelor's degree in CS/IT or related field.
• Experience implementing and customizing Microsoft Dynamics 365 CRM solutions, especially Customer Service or contact center domains.
• Hands-on experience with the Power Platform including Power Apps, Power Automate and Power BI.
• Experience with Omnichannel for Customer Service module is highly desirable.
• Familiarity with SDLC and Agile methodologies (Scrum) is an advantage.

Responsibilities

• Requirement Gathering & Analysis: Lead workshops to capture business requirements and document specs for the contact center solution.
• Solution Design & Configuration: Design and configure Dynamics 365 Customer Service modules and Power Platform components to meet needs.
• Development & Customization: Develop plugins, custom workflows, JavaScript/TypeScript, and PCF controls as needed.
• Integration & Data Management: Design integrations between Dynamics 365, Power Platform and external systems; oversee data migration.
• Testing & Deployment: Create test plans and support ALM practices and deployment via Azure DevOps.
• Training & Advisory: Deliver end-user training, create guides, provide go-live support, and advise on best practices.

Skills

Microsoft Applications

Dynamics 365 CRM

Dynamics 365 Customer Service

Dynamics 365 ERP

Dynamics 365 Field Service

Finance and Operations

Power Platform

BI / Dataverse

Education

Bachelor's / Master’s in CS/IT/Engineering

Tools

Power Apps

Azure

Logic Apps

Azure Functions

Service Bus

PCF

Job description

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

• Requirement Gathering & Analysis: Lead or participate in workshops to capture and document business requirements, conduct fit-gap analyses, and develop detailed functional and technical specifications for the contact center solution.
• Solution Design & Configuration: Design and configure Dynamics 365 Customer Service modules and Power Platform components (model-driven/canvas apps, Power Automate flows, dashboards, forms, views, security roles, etc.) to meet specific contact center needs, such as case management, routing, and agent scripting.
• Development & Customization (if applicable to a techno-functional role): Develop plugins, custom workflow activities, client-side scripting (JavaScript/TypeScript), and Power Apps Component Framework (PCF) controls using C#/.NET to extend platform capabilities where out-of-the-box features are insufficient.
• Integration & Data Management: Design and implement integrations between Dynamics 365, the Power Platform, and external systems (e.g., telephony systems, knowledge bases) using APIs, Azure services (Logic Apps, Azure Functions, Service Bus), and custom connectors. Oversee data migration activities to ensure data integrity and a unified view of customer information.
• Testing & Deployment: Develop and execute comprehensive test plans (functional, user acceptance, integration) to ensure solutions meet business and functional requirements. Support Application Lifecycle Management (ALM) practices and deployment via Azure DevOps.
• Training & Support: Deliver end-user training sessions, create detailed user guides and documentation, and provide post-go-live support to ensure effective user adoption.
• Advisory Role: Act as a trusted advisor, providing guidance on best practices, new features (like Omnichannel for Customer Service or AI/Copilot capabilities), and opportunities for continuous improvement.

Minimum Qualifications

• Education: A Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field is typically required.
• Experience: Proven experience in implementing and customizing Microsoft Dynamics 365 CRM solutions, specifically within the Customer Service or contact center domain.
• Hands‑on experience with the Power Platform, including Power Apps (Canvas and Model‑Driven), Power Automate, and Power BI/Dataverse.
• Experience with contact center‑specific features such as the Omnichannel for Customer Service module is highly desirable.
• Familiarity with the full software development lifecycle and Agile methodologies (e.g., Scrum) is an advantage.

Qualifications

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 Relationship Management (CRM)
• 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 AX Business Intelligence (BI)

Language

English (Required)

Job Location

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.

Equal Opportunity Employer

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.

Work Environment

Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.

About Us

We run mission‑critical operations for the world's leading companies, while building and deploying the agentic products and technology that power those operations. Our teams bring deep expertise to shape what AI can do and change how businesses actually run. Join us to build the career you want — and be on it because you'll be in it. At Genpact, your expertise grows because you're inside the work. Whether you build AI systems or bring deep knowledge of how businesses run, you'll work on real challenges that change how the world's leading companies operate. There's a lot to learn here, and room to grow.