Sr. Tech Lead - Application Development Microsoft N 4D

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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.
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Job Description

Role Summary

Senior Functional Consultant responsible fordesign, implementation, and training enablement ofDynamics 365 Customer Service & Contact Center (Omnichannel) solutions. The role focuses ondriving user adoption, delivering structured training programs, and ensuring business readiness across global deployments.

Key Responsibilities

1. Functional Consulting & Solution Delivery

• Leadrequirement gathering workshops, stakeholder discussions, and fit-gap analysis for Customer Service and Contact Center processes
• Design and configureD365 Customer Service capabilities including:
  • Case management
  • Knowledge base
  • Queues, SLAs, entitlements
  • Security models & dashboards
• ConfigureOmnichannel / Contact Center features:
  • Unified routing, workstreams, capacity profiles
  • Chat, voice, messaging channels
  • Agent experience & conversation handling

2. Training Strategy & Execution (Core Focus Area)

• Definetraining strategy across roles:
  • Agents
  • Supervisors / Team Leads
  • Business Users
  • Admins
• Developtraining 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
• Enablechange 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 modernAI-enabled contact center capabilities:
  • Self-service (chatbots, IVR)
  • Agent assist (Copilot, knowledge suggestions)
  • Unified customer view & omnichannel engagement
• Driveprocess 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
• Ensuresmooth transition to Run/Support teams

5. Stakeholder & Delivery Collaboration

• Collaborate with:
  • Solution Architects, Technical Teams, Integration teams
• Act asfunctional SME for Customer Service & Training workstream
• Provide advisory on:
  • Best practices
  • AI/Copilot enablement
  • Continuous improvement roadmap

Qualifications & Experience

Experience

• Extensive experience in Dynamics 365 CE / CRM functional consulting
• Strong experience in:
  • Dynamics 365 Customer Service
  • Contact Center / Omnichannel implementations
• Proven experience in:
  • End-to-end implementation (multiple projects)
  • Training delivery & change management (key differentiator)

Functional & Technical Skills

• Deep expertise in:
  • Case management
  • Knowledge management
  • Routing & SLAs
  • Omnichannel capabilities

Training & Enablement Skills (Critical)

• Experience designingrole-based learning programs
• Strong facilitation skills:
  • Virtual + classroom training
• Ability to translate:
  • Complex workflows → simple user instructions
• Exposure to:
  • Adoption frameworks
  • Learning management systems (optional but valuable)

Certifications (Preferred)

• Microsoft Certified:
  • Dynamics 365 Customer Service Functional Consultant (MB-230)
  • Power Platform Functional Consultant (PL-200)

Soft Skills

• Strong stakeholder communication & presentation skills
• Analytical thinking & problem-solving
• Ability to:
  • Lead workshops
  • Mentor junior consultants
  • Drive cross-team alignment

Qualifications

Certifications

Required Skills

Language

Language Proficiency -

Additional Job Location -

Job Type

Master Skill List -

Remote Type -

Work Shift -

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.