Job Title

At EY, were all in to shape your future with confidence. Well help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. Join EY and help to build a better working world. The opportunity At EY, our purpose is Building a better working world. The insights and quality services we provide help build trust and confidence in the capital markets and economies worldwide. We develop outstanding leaders who team to deliver on our promises to all our stakeholders. In so doing, we play a critical role in building a better working world for our people, our clients, and our communities. Your key responsibilities Leadership & Technical Oversight Provide solution leadership for Microsoft Dynamics 365 Customer Engagement and Power Platform, shaping architecture standards, solution design approaches, and strategic technical decisions across client engagements and the broader practice. Act as a visible technical leader within the practice, advancing platform maturity, promoting best practices, and helping client-facing teams understand and confidently apply the Microsoft AI Business Applications platform. Mentor and coach delivery teams and client stakeholders, strengthening capabilities in enterprisegrade solution design, secure development, integration, automation, and responsible use of AI. Contribute to practice operations and growth, including advising on staffing and role alignment, supporting recruitment and contractor oversight, and helping ensure the right skills are deployed to the right engagements. Solution Architecture & Innovation Lead the architecture and delivery of enterprisescale solutions built on the Microsoft Power Platform (Canvas Apps, Modeldriven Apps, Power Automate, Power Pages), integrating Dataverse with Dynamics 365, Azure services, and external enterprise systems. Design customer and employeefacing solutions that enable omnichannel customer service, digital selfservice, case management, and workforce productivity in complex, highvolume environments. Apply emerging AI capabilitiesincluding Microsoft Copilot Studio and Azure AI servicesto design intelligent, adaptive solutions that enhance decisionmaking, automation, and customer experience. Embed Responsible AI and enterprise controls into solution architectures, addressing security, privacy, explainability, bias mitigation, auditability, and regulatory requirements. Develop reusable reference architectures, accelerators, and delivery assets to improve consistency, reduce timetovalue, and advance the technical maturity of the practice. Provide architectural oversight across multiple engagements, ensuring solutions meet enterprise standards for scalability, performance, security, integration, and longterm maintainability. Client Engagement & Enablement Lead executivelevel client engagements, including technical workshops, architecture sessions, and demonstrations that clearly articulate the value of Microsoft AI Business Applications and the Power Platform. Translate complex business and operatingmodel challenges into scalable, AIenabled solutions, aligning technology decisions to measurable outcomes and longterm enterprise value. Advise clients on platform strategy, including licensing models, architectural tradeoffs, cost and scalability considerations, and governance approaches such as Centers of Excellence and federated maker models. Guide clients through adoption and operationalization, establishing deployment patterns, lifecycle management practices, and enablement strategies that support sustained platform success. Business Development & Strategic Advisory Shape and support presales pursuits, designing and delivering compelling demonstrations, proofsofconcept, and technical narratives that build client confidence in Microsoft AI Business Applications and the Power Platform. Contribute to commercial shaping, including proposal development, solution scoping, effort estimation, pricing input, and articulation of value and business cases for AI and automationenabled solutions. Identify and advise on opportunities for transformation, automation, and AI adoption within client organizations, connecting business strategy, operatingmodel change, and technology enablement. Skills And Attributes For Success Deeep expertise in Microsoft Dynamics 365 Customer Engagement, including Customer Service, omnichannel engagement, case management, knowledge management, and customer data models, with experience designing solutions for complex, highvolume service environments. Strong solution architecture background across CRM platforms, including integration patterns, data management, security models, identity, and extensibility using Dataverse, Azure integration services, and external enterprise systems. Proven experience delivering enterprisescale CRM programs in a consulting or systems integrator context, including endtoend ownership of solution design, architecture governance, and technical decisionmaking across multiple engagements. Handson experience with the Microsoft Power Platform (Power Apps, Power Automate, Power Pages) as a core extension layer for Customer Engagement solutions, enabling workflow automation, selfservice, and tailored user experiences. Experience designing omnichannel customer service solutions, including digital selfservice, agent desktop experiences, workforce enablement, and integration with upstream and downstream systems. Exposure to AIenabled CRM capabilities, including Copilot experiences, intelligent automation, and analytics, with an understanding of Responsible AI considerations in customerfacing solutions. Strong consulting and advisory capability, including stakeholder management at the senior executive level, facilitation of architecture and design workshops, and translation of business needs into scalable CRM solutions. Experience contributing to business development, including solution shaping, demonstrations, proofsofconcept, proposal input, effort estimation, and commercial discussions. Demonstrated leadership and mentoring experience, including coaching architects and developers, setting technical standards, and helping build highperforming delivery teams. To qualify for the role, you must have 10+ years of experience in enterprise solution architecture, with a strong focus on Microsoft Dynamics 365 Customer Engagement and at least 5+ years delivering CRMcentric solutions that leverage Power Platform as an extension layer. Demonstrated experience designing and delivering customer and employeefacing CRM solutions, including omnichannel customer service, case management, digital selfservice, agent productivity, and workforce enablement beyond simple workflow or task automation. Proven track record extending Dynamics 365 Customer Engagement with Power Platform, Azure services, and integrations to enterprise systems such as ERP, Workforce or FieldService platforms, RPA and process automation platforms. Handson experience applying AI in CRM and service contexts, including Copilot Studio and Azure AI services, with an understanding of emerging patterns such as conversational AI, copilots, and agentbased automation in customerfacing scenarios. Strong integration architecture experience, including Dataverse integration, APIfirst and eventdriven patterns, identity and security models, and orchestration across Microsoft and thirdparty platforms. Experience advising on CRM and platform governance, including environment strategy, ALM, security, and adoption models that balance enterprise control with teamlevel innovation (e.g., Centers of Excellence, managed environments). Strong consulting and client leadership skills, including executivelevel communication, solution shaping, facilitation of architecture and design workshops, presales support, and contribution to proposals and commercial discussions. Ideally, youll also have Microsoft certification: Dynamics 365 Customer Service Functional Consultant Associate (MB230) or Dynamics 365 Customer Engagementrelated certifications, combined with: Power Platform Solution Architect Expert (PL600) Additional Microsoft certifications demonstrating breadth and depth, such as: PL400 (Power Platform Developer Associate) PL200 (Power Platform Functional Consultant Associate) MB910 / MB920 (Dynamics 365 Fundamentals CRM / CE) AIrelated certifications or applied experience, such as: AI102 (Azure AI Engineer Associate) AI900 (Azure AI Fundamentals) What We Look For Designing and implementing enterprise customer service and case management solutions using Dynamics 365 Customer Service, including complex case lifecycles, SLAs, entitlement management, queues, escalation models, and integration with backoffice systems to enable endtoend resolution. Delivering omnichannel customer service experiences, integrating voice, digital channels, and messaging platforms through Dynamics 365 Customer Service and telephony/CCaaS providers, with intelligent routing, agent assist, and unified customer context across channels. Building customerfacing digital portals using Power Pages that enable selfservice, case creation and tracking, knowledge access, and secure identity management, integrated with Dynamics 365 Customer Engagement and downstream enterprise systems. Designing marketing insights and customer journey orchestration solutions, leveraging Dynamics 365 Customer Insights (Data and Journeys) to unify customer profiles, segment audiences, trigger personalized journeys, and connect marketing engagement with sales and service outcomes. Implementing sales process management solutions using Dynamics 365 Sales, including leadtoopportunity workflows, pipeline and forecasting models, integration with marketing and service data, and analytics that support revenue predictability and seller productivity. Embedding AIdriven capabilities into CRM workflows, such as copilots for service agents and sellers, intelligent case and lead routing, knowledge recommendations, sentiment analysis, and conversational AI for customer and employee interactions. Advising clients on CRM operating models and governance, including environment strategy, security, ALM, data management, and adoption approaches that support scale, performance, and regulatory compliance. What We Offer We offer a competitive compensation package where youll be rewarded based on your performance and recognized for the value you bring to our business. In addition, our Total Rewards package allows you decide which benefits are right for you and which ones help you create a solid foundation for your future. Our Total Rewards package includes a discretionary bonus program, a comprehensive medical, prescription drug and dental coverage plan, a defined contribution pension plan, a great vacation policy plus firm paid days that allow you to enjoy longer long weekends throughout the year, statutory holidays and paid personal days (based on province of residence), and a range of exciting programs and benefits designed to support your physical, financial and social wellbeing. Plus, we offer: Support and coaching from some of the most engaging colleagues in the industry Learning opportunities to develop new skills and progress your career The freedom and flexibility to handle your role in a way thats right for you Vancouver and Toronto: $144,000 to $195,000 Are you ready to shape your future with confidence? Apply today. To help create the best experience during the recruitment process, please describe any accommodations you may need. Inclusiveness at EY Inclusiveness is at the heart of who we are and how we work. Were committed to fostering an environment where differences are valued, policies and practices are equitable, and our people feel a sense of belonging. We embrace diversity and are committed to combating systemic racism, advancing gender equity and women in leadership, advocating for the 2SLGBTQIA+ community, promoting our neuroinclusion and accessibility initiatives, and are dedicated to amplifying the voices of Indigenous peoples (First Nations, Inuit, and Mtis) nationally as we strive towards reconciliation. Our diverse experiences, abilities, backgrounds, and perspectives make our people unique and help guide us. Because when people feel free to be their authentic selves at work, they bring their best and are empowered to build a better working world. Learn about our commitment to Inclusiveness at https://www.ey.com/en_ca/about-us/corporate-responsibility/equity #J-18808-Ljbffr