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 mechanisms Contact 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 channels Enterprise 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 in 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 - Microsoft, BUILD - DIGITAL MARKETING - Genpact, Microsoft Certified: Power Platform App Maker Associate - Microsoft 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 - DNU 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. Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training. 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. 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. Genpact never asks applicants to pay to be part of our hiring process. If you get an email asking you to purchase a starter kit, equipment, or training, or pay to apply for a job, please assume this is a scam.

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