Sr. Tech Lead - Application Development Microsoft N

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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.

Role Summary

Quality Assurance Consultant responsible for driving end-to-end testing strategy, quality governance, and validation of Dynamics 365 Customer Service and Contact Center solutions, ensuring business process accuracy, system reliability, and seamless omnichannel experience .

Key Responsibilities

1. QA Strategy & Test Planning

- Define overall QA strategy and testing approach for D365 Customer Service & Contact Center implementations

- Establish:

- Test plans, test cycles (SIT, UAT, Regression)

- Test data strategy and environments

- Align testing with:





- Business processes (case lifecycle, routing, SLA compliance)

- Contact center journeys (voice, chat, messaging flows)

2. Functional Testing (Core Area)

- Validate core D365 Customer Service functionalities:

- Case management

- Knowledge management

- Queues, SLAs, entitlements

- Test:

- Business process flows

- Role-based security & access

- Workflow automations and business rules

3. Contact Center / Omnichannel Testing

- Design and execute test scenarios for:

- Omnichannel engagement (chat, voice, messaging) :

- Unified routing, workstreams, and agent capacity models

Validate: End-to-end customer journeys (initiation routing

- resolution)

- Agent desktop experience and session handling

- Test AI-enabled features :

- Routing logic (skill-based, sentiment-based)

- Copilot / smart assist scenarios (if applicable)

4. Integration & End-to-End Testing

- Validate integrations across ecosystem:

- Telephony / CTI platforms

- ERP / Policy systems

- Data platforms (Dataverse, external systems)

- Ensure:

- Data flow integrity

- Real-time synchronization

- Error handling and retry mechanisms

5. Test Execution & Defect Management

- Execute:

- SIT (System Integration Testing)

- UAT support with business users

- Manage:

- Defect lifecycle (logging, triaging, prioritization, tracking)

Ensure: Traceability matrix (requirements test cases

- defects)
- Provide quality dashboards & reporting

6.



User Acceptance Testing (Business Readiness)

- Support business teams in:

- UAT planning and execution

- Designing real-life contact center test scenarios

- Validate:

- Customer journeys (claims, inquiries, billing, service requests)

- Ensure business sign-offs for go-live readiness

7. Performance & Experience Validation

- Validate:

- System response time (case creation, routing, search)

- Agent productivity flows

- Collaborate with technical teams for:

- Performance testing

- Load scenarios (high contact volumes)

8. Compliance, Security & Data Validation

- Validate:

- Role-based access controls

- Data masking & privacy compliance

- Ensure adherence to:

- Regulatory standards (GDPR, audit logs if applicable - aligned with your solution scope)

9. Collaboration & Quality Governance

- Work closely with:

- Functional consultants, architects, developers

- Participate in:

- Design reviews

- Sprint validations (Agile delivery)

- Act as quality gatekeeper across project lifecycle

Qualifications & Experience

Experience

- Extensive experience in QA / Testing in CRM or Contact Center implementations

- Strong exposure to:

- Dynamics 365 CE / CRM testing

- Customer Service / Contact Center solutions

- Experience in:

- End-to-end implementation projects

- Agile / Scrum testing lifecycle

Functional & Technical Skills

- Solid understanding of:

- Case management lifecycle

- Routing, queues, SLAs

- Knowledge of:

- Omnichannel for Customer Service

- Contact center workflows and agent journeys

- Familiarity with:

- Power Platform (Power Apps, Power Automate, Dataverse)

- Exposure to:

- Integration validation (APIs, Azure services)

**QA & Testing Skills

📌 Sr. Tech Lead - Application Development Microsoft N 4d (Hyderabad)
🏢 Genpact India
📍 Hyderabad