Sr. Tech Lead - Application Development Microsoft N 4D

Job description

Sr. Tech Lead - 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 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 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 • vast experience in system i