Sr. Tech Lead - Application Development Microsoft N

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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

- 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

- 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

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 - 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 Dynamic AX, Microsoft Dynamics 365 Customer Service, Microsoft Dynamics 365 ERP, Microsoft Dynamics 365 Field Service, 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 - Any (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.

📌 Sr. Tech Lead - Application Development Microsoft N 4D (Hyderabad)
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