Sr. Developer - 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 quick-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.

Core Responsibilities :

- Requirements Gathering and Analysis : Lead workshops and meetings with stakeholders to capture and document detailed business requirements, identify pain points, and conduct gap analyses between existing processes and D365 capabilities.
- Solution Design and Configuration : Design end-to-end functional solutions, leveraging out-of-the-box Dynamics 365 Customer Service and Power Platform features where possible. This includes configuring cases, knowledge management, queues, entitlements, SLAs, security models, and interactive dashboards.




- Documentation and Training : Create and maintain comprehensive documentation, including functional design specifications, process flows, test scripts, and user manuals. Plan and deliver end-user training sessions and support change management activities to drive user adoption.
- Implementation and Testing : Collaborate with cross-functional technical teams (developers, architects, integration specialists) to translate functional designs into technical solutions and support delivery throughout the project lifecycle (Agile/SCRUM). Develop and execute test plans (SIT and UAT) to ensure the solution meets business and functional requirements.
- Advisory and Support : Provide post-go-live support, troubleshoot issues, manage escalations, and recommend continuous improvements to optimize the system and enhance customer satisfaction. Advise clients on Microsoft best practices and emerging technologies like AI/ML and Virtual Agents.

Minimum Qualifications : Experience :

- Experience in implementing and configuring Microsoft Dynamics 365 CRM solutions, with a strong focus on Customer Service or Contact Center solutions.
- Proven experience specifically with D365 Customer Service and contact center solutions is essential.
- Experience delivering multiple full-cycle implementation projects and managing client expectations.

Technical Knowledge :

- Deep functional knowledge of the D365 Customer Service module,



including case management, knowledge management, queues, routing, entitlements, and SLAs.
- Strong understanding and hands-on experience with Microsoft Power Platform (Power Apps, Power Automate, Power BI, Dataverse).
- Familiarity with data migration, system integration concepts (APIs, Azure services), and DevOps practices.

Soft Skills :

- Excellent analytical, problem-solving, and critical thinking abilities.
- Exceptional communication, presentation, and stakeholder management skills to work with both technical and non-technical audiences.
- Strong self-starter with the ability to manage multiple tasks, work independently, and mentor junior team members.

Certifications (preferred) :

- Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate (MB-230).

Microsoft Certified: Power Platform Functional Consultant (PL-200).

Qualifications

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

Certifications

Databricks Certified Associate Developer for Apache Spark 3.0 - Databricks AcademyDatabricks Academy, Microsoft Certified: Azure Data Engineer Associate - MicrosoftMicrosoft

Required Skills : Microsoft Dynamics 365 Customer Engagement (CE), Microsoft Dynamics 365 Customer Relationship Management (CRM), Microsoft Dynamics 365 Supply Chain Management, Microsoft Dynamics AX Business Intelligence (BI), Microsoft Dynamics CRM Deployment

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 (Indi

📌 Sr. Developer - Application Development Microsoft N 4b (Bengaluru)
🏢 Genpact India
📍 Bengaluru