Dynamics 365 Customer Engagement (CE) Senior Consultant

BDO•Toronto, ON

1d•CA$84,000 - CA$128,000•Hybrid

About The Position

BDO Canada’s Solution Operations practice is currently in the process of recruiting a full-time permanent Dynamics 365 Customer Engagement (CE) Senior Consultant to join our growing GTA team. The position will be responsible for providing post-implementation application support while leading proactive optimization and advisory services that drive measurable client outcomes (adoption, efficiency, ROI). This is a senior client-facing advisory role within a managed services environment, expected to shift engagements from reactive support toward structured, value-driven service delivery. The successful candidate will operate as a trusted advisor, helping clients evolve their Dynamics 365 CE and Power Platform capabilities, not just resolve issues. In addition to reactive support, this role will contribute to the development of repeatable service offerings, proactively identifying opportunities to enhance client outcomes through standardized solutions, best practices, and continuous improvement. BDO's Digital practice provides implementation and support services for accounting and enterprise resource planning (ERP), customer relationship management (CRM), Power Platform, and business intelligence (BI) solutions to clients across Canada. BDO Digital is a Microsoft Solutions Partner and has consistently been recognized through Microsoft partner awards, including Inner Circle and President’s Club membership.

Requirements

7+ years of experience supporting Dynamics 365 Customer Engagement, including recent cloud‑aligned versions within Microsoft’s current roadmap
3+ years of senior‑level Power BI experience, including data modeling, DAX, workspace governance, row‑level security, refresh optimization, and enterprise reporting aligned to Power Platform and Dynamics 365 CE solutions
Microsoft Certifications: Required – must hold at least two of the following: Power Platform Fundamentals / Exam PL-900, Power Platform Functional Consultant Associate / Exam PL-200, while still active, Dynamics 365 Customer Service Functional Consultant Associate / Exam MB-230, Dynamics 365 Customer Experience Analyst Associate / Exam MB-280
Experience supporting users remotely via phone, screen sharing, and collaboration tools
Working knowledge of Dataverse, solution management, and Microsoft cloud environments
Proficiency with Microsoft Windows, Microsoft 365, and Teams

Nice To Haves

Dynamics 365 Sales AI Consultant Associate (beta) / Exam AB-210
Agentic AI Business Solutions Architect / Exam AB-100
AI Agent Builder Associate (beta) / Exam AB-620
ITIL Foundations 4 certification considered a strong asset
Hands‑on configuration experience with Dynamics 365 CE and model‑driven apps
Experience supporting Dynamics 365 CE solutions integrated with other systems using APIs, Power Automate, or Azure services
Experience with Power Platform governance, environments, and ALM concepts
Experience contributing to standardized or repeatable service offerings (e.g., packaged support, accelerators, assessments, optimizations)
Experience designing or supporting Power BI analytics embedded within Dynamics 365 CE, including dashboards, paginated reports, and reusable datasets

Responsibilities

Own client outcomes (adoption, efficiency, ROI), not just issue resolution
Lead health checks, roadmap discussions, and value-based reviews
Provide constructive challenge to client approaches where required
Identify and quantify business impact of recommendations
Challenge client approaches when needed (respectfully)
Translate platform capabilities into business use cases and improvements
Leverage advanced expertise in Dynamics 365 Customer Engagement (CE) - Sales, Customer Service, Marketing, Field Service), the Power Platform, and enterprise‑grade Power BI solutions to deliver remote client support and advisory services via phone, secure remote access, and Microsoft Teams.
Provide escalation-level troubleshooting for complex issues, using root cause analysis to drive broader platform and process improvements.
Provide functional guidance and best-practice recommendations related to: Model-driven apps, Business rules, forms, views, dashboards, and charts, Security roles and access models, Dataverse data structure and relationships
Support and advise on Power Platform components including Power Automate, Power Apps, Power Pages, and Power BI integrations within Dynamics 365 CE, ensuring scalable, governed, and high‑performance analytics solutions.
Identify recurring client challenges and collaborate with internal teams to design and deliver repeatable support and optimization services that create measurable client value.
Define and operate governance cadences (SLA health, backlog, prioritization, risk)
Drive backlog hygiene and reduce operational noise through structured processes
Proactively identify opportunities to improve client adoption, efficiency, and ROI through standardized enhancements, health checks, training materials, and value-based recommendations
Apply strong communication and listening skills to understand client business processes, clarify requirements, and translate issues into actionable technical or functional solutions.
Contribute to internal initiatives including documentation, knowledge base development, service packaging, and continuous improvement of support processes—particularly around Power BI reporting templates and analytics frameworks.
Lead Power BI solution design, including data modeling, DAX optimization, workspace governance, refresh strategies, row‑level security, and the development of reusable datasets and enterprise reporting assets.
Translate reporting and analytics into actionable recommendations that drive measurable business outcomes.
Stay current with new Microsoft cloud technologies, features, and release updates, continuously expanding skillsets across Dynamics 365, Power Platform, and Power BI.
Perform other related duties as required