Sr. Tech Lead - Application Development Microsoft N 4D

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 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. Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.

Job Description

• Role Summary

Senior Functional Consultant responsible for design, implementation, and training enablement of Dynamics 365 Customer Service & Contact Center (Omnichannel) solutions. The role focuses on driving user adoption, delivering structured training programs, and ensuring business readiness across global deployments.

Key Responsibilities

1. Functional Consulting & Solution Delivery

• Lead requirement gathering workshops, stakeholder discussions, and fit-gap analysis for Customer Service and Contact Center processes
• Design and configure D365 Customer Service capabilities including:
  • Case management
  • Knowledge base
  • Queues, SLAs, entitlements
  • Security models & dashboards
• Configure Omnichannel / Contact Center features:
  • Unified routing, workstreams, capacity profiles
  • Chat, voice, messaging channels
  • Agent experience & conversation handling

2. Training Strategy & Execution (Core Focus Area)

• Define training strategy across roles:
  • Agents
  • Supervisors / Team Leads
  • Business Users
  • Admins
• Develop training 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
• Enable change 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 modern AI-enabled contact center capabilities:
  • Self-service (chatbots, IVR)
  • Agent assist (Copilot, knowledge suggestions)
  • Unified customer view & omnichannel engagement
• Drive process 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
• Ensure smooth transition to Run/Support teams

5. Stakeholder & Delivery Collaboration

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

Qualifications

Certifications

Required Skills

Language

Language Proficiency -

Additional Job Location -

Job Type

Master Skill List -

Remote Type -

Work Shift -