Lead Consultant Microsoft Dynamics 365 CE CRM

Ready to build the future with AI? 
At Genpact, we don't just keep up with technology—we set the pace. AI and digital innovation are redefining industries, and we're leading the charge. Genpact's AI Gigafactory, our industry-first accelerator, is an example of how we're scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to 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 advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at and on LinkedIn, X, YouTube, and Facebook.

Inviting applications for the role of    Lead Consultant Microsoft Dynamics 365 CE CRM 
Core Responsibilities

•    Lead the end-to-end architecture design of Microsoft Dynamics 365–based contact centre solutions (Customer Service, Omnichannel for Customer Service, or Dynamics 365 Customer Engagement).

•    Translate business and functional requirements into technical designs that leverage Dynamics 365, Power Platform, and Azure services.

•    Configure and optimize the Omnichannel for Customer Service module (live chat, voice, SMS, social channels).

•    Design and implement knowledge management, case routing, and queue management solutions.

•    Use AI tools like Copilot for Service, Customer Insights, and Azure AI Bot Services to automate customer interactions and provide agent-assist capabilities.

•    Integrate Dynamics 365 with telephony systems (e.g., Azure Communication Services, Genesys, NICE CXone, Five9, or Cisco UCCE).

•    Implement CTI (Computer Telephony Integration), IVR, call routing, and agent desktop configurations.

•    Connect Dynamics 365 with Power BI, Customer Insights, and Azure Data Lake for reporting and analytics.

•    Architect secure integrations with CRM, ERP, and third-party systems using APIs, Power Automate, Logic Apps, or custom connectors.

•    Work closely with business stakeholders, product owners, and delivery teams to align technical solutions with business objectives.

•    Collaborate with developers, consultants, and system integrators to ensure successful project delivery.

•    Produce comprehensive documentation—solution design documents and integration guides.

Minimum Qualifications:

•    Bachelor's degree in computer science or equivalent experience.

•    Strong experience with Microsoft Dynamics 365 CE/CRM.

•    Good experience in designing or implementing contact Centre or omnichannel solutions.

•    Strong knowledge of Power Platform, Azure services, and CTI integrations.

•    Excellent stakeholder engagement and communication skills.
Preferred Qualifications:

•    Extensive experience in Dynamics 365 experience, with proven experience in solution architecture.

•    Microsoft Certifications\: Dynamics 365 + Power Platform Solution Architect Expert, Customer Service Functional Consultant.

•    Experience with Azure Communication Services and AI-driven customer service solutions.

•    Previous consulting or system integrator experience.

Why join Genpact? 

• Lead AI-first transformation – Build and scale AI solutions that redefine industries 

• Make an impact – Drive change for global enterprises and solve business challenges that matter 

• Accelerate your career—Gain hands-on experience, world-class training, mentorship, and AI certifications to advance your skills 

• Grow with the best – Learn from top engineers, data scientists, and AI experts in a dynamic, fast-moving workplace 

• Committed to ethical AI – Work in an environment where governance, transparency, and security are at the core of everything we  build 

• 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.