Sr. Tech Lead - Application Development Microsoft N

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 - 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 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 - **

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.