Senior Manager - Microsoft Power Platform - Toronto

EY • Toronto, ON

1d • CA$144,000 - CA$200,000 • Onsite

About The Position

EY Canada is seeking an experienced Senior Manager –Solution Architect to join our growing Microsoft Customer Engagement and Power Platform team. Our Microsoft solutions group extends from advisory and planning, design and architecture, implementation, training, business adoption. With our extensive network of industry experts working across four service lines, EY is uniquely positioned as a leader in helping our clients capitalize on increasing customer and data-centric digital transformation strategies. This job posting relates to an existing vacancy within our organization.

Requirements

• 10+ years of experience in enterprise solution architecture, with a strong focus on Microsoft Dynamics 365 Customer Engagement and at least 5+ years delivering CRM-centric solutions that leverage Power Platform as an extension layer.
• Demonstrated experience designing and delivering customer- and employee-facing CRM solutions, including omnichannel customer service, case management, digital self-service, 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 Field-Service platforms, RPA and process automation platforms.
• Hands-on 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 agent-based automation in customer-facing scenarios.
• Strong integration architecture experience, including Dataverse integration, API-first and event-driven patterns, identity and security models, and orchestration across Microsoft and third-party platforms.
• Experience advising on CRM and platform governance, including environment strategy, ALM, security, and adoption models that balance enterprise control with team-level innovation (e.g., Centers of Excellence, managed environments).
• Strong consulting and client leadership skills, including executive-level communication, solution shaping, facilitation of architecture and design workshops, pre-sales support, and contribution to proposals and commercial discussions.
• 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, high-volume 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 enterprise-scale CRM programs in a consulting or systems integrator context, including end-to-end ownership of solution design, architecture governance, and technical decision-making across multiple engagements.
• Hands-on experience with the Microsoft Power Platform (Power Apps, Power Automate, Power Pages) as a core extension layer for Customer Engagement solutions, enabling workflow automation, self-service, and tailored user experiences.
• Experience designing omnichannel customer service solutions, including digital self-service, agent desktop experiences, workforce enablement, and integration with upstream and downstream systems.
• Exposure to AI-enabled CRM capabilities, including Copilot experiences, intelligent automation, and analytics, with an understanding of Responsible AI considerations in customer-facing 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, proofs-of-concept, proposal input, effort estimation, and commercial discussions.
• Demonstrated leadership and mentoring experience, including coaching architects and developers, setting technical standards, and helping build high-performing delivery teams.

Nice To Haves

• Microsoft certification: Dynamics 365 Customer Service Functional Consultant Associate (MB-230) or Dynamics 365 Customer Engagement–related certifications
• Power Platform Solution Architect Expert (PL-600)
• Additional Microsoft certifications demonstrating breadth and depth, such as: PL-400 (Power Platform Developer Associate), PL-200 (Power Platform Functional Consultant Associate), MB-910 / MB-920 (Dynamics 365 Fundamentals – CRM / CE)
• AI-related certifications or applied experience, such as: AI-102 (Azure AI Engineer Associate), AI-900 (Azure AI Fundamentals)
• Certification depth matters more than volume — we value demonstrated architectural leadership and delivery credibility over box-checking.

Responsibilities

• 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 enterprise-grade 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.
• Lead the architecture and delivery of enterprise-scale solutions built on the Microsoft Power Platform (Canvas Apps, Model-driven Apps, Power Automate, Power Pages), integrating Dataverse with Dynamics 365, Azure services, and external enterprise systems.
• Design customer- and employee-facing solutions that enable omnichannel customer service, digital self-service, case management, and workforce productivity in complex, high-volume environments.
• Apply emerging AI capabilities—including Microsoft Copilot Studio and Azure AI services—to design intelligent, adaptive solutions that enhance decision-making, 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 time-to-value, 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 long-term maintainability.
• Lead executive-level 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 operating-model challenges into scalable, AI-enabled solutions, aligning technology decisions to measurable outcomes and long-term enterprise value.
• Advise clients on platform strategy, including licensing models, architectural trade-offs, 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.
• Shape and support pre-sales pursuits, designing and delivering compelling demonstrations, proofs-of-concept, 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 automation-enabled solutions.
• Identify and advise on opportunities for transformation, automation, and AI adoption within client organizations, connecting business strategy, operating-model change, and technology enablement.

Benefits

• discretionary bonus program
• comprehensive medical, prescription drug and dental coverage plan
• defined contribution pension plan
• 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)
• a range of exciting programs and benefits designed to support your physical, financial and social well-being
• 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 that’s right for you

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed