Senior Manager - Microsoft Solution Architect

Senior Manager - Microsoft Solution Architect at EY

At EY, we’re all in to shape your future with confidence. We’ll 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 is rooted in our purpose: 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, playing a critical role in building a better working world for our people, our clients, and our communities.

EY Canada is seeking an experienced Senior Manager – Microsoft 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, and 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.

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, 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, recruitment, and ensuring optimal skill deployment.
• Solution Architecture & Innovation: 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. Embed Responsible AI and enterprise controls into solution architectures. Develop reusable reference architectures, accelerators, and delivery assets. Provide architectural oversight across multiple engagements.
• Client Engagement & Enablement: 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 challenges into scalable, AI-enabled solutions, aligning technology decisions to measurable outcomes. Advise clients on platform strategy, including licensing, architectural trade-offs, cost/scalability, and governance approaches like Centers of Excellence. Guide clients through adoption and operationalization.
• Business Development & Strategic Advisory: Shape and support pre-sales pursuits, designing and delivering compelling demonstrations, proofs-of-concept, and technical narratives. Contribute to commercial shaping, including proposal development, solution scoping, effort estimation, and articulation of value. Identify and advise on opportunities for transformation, automation, and AI adoption within client organizations.

Skills And Attributes For Success

• Deep expertise in Microsoft Dynamics 365 Customer Engagement, including Customer Service, omnichannel engagement, case management, knowledge management, and customer data models.
• 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.
• Hands-on experience with the Microsoft Power Platform (Power Apps, Power Automate, Power Pages) as a core extension layer for Customer Engagement solutions.
• Experience designing omnichannel customer service solutions, including digital self-service, agent desktop experiences, 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.
• 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.

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 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.
• 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.
• 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.
• 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.

Ideally, You’ll Also Have

• Microsoft certification: Dynamics 365 Customer Service Functional Consultant Associate (MB-230) or Dynamics 365 Customer Engagement–related certifications, combined with:
• 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.

What We Look For

We’re interested in architects who can lead and deliver scenarios such as:

• Designing and implementing enterprise customer service and case management solutions using Dynamics 365 Customer Service.
• Delivering omnichannel customer service experiences, integrating voice, digital channels, and messaging platforms.
• Building customer-facing digital portals using Power Pages that enable self-service, case creation and tracking, and knowledge access.
• Designing marketing insights and customer journey orchestration solutions, leveraging Dynamics 365 Customer Insights.
• Implementing sales process management solutions using Dynamics 365 Sales.
• Embedding AI-driven capabilities into CRM workflows, such as copilots for service agents and sellers, intelligent routing, and conversational AI.
• Advising clients on CRM operating models and governance.

What We Offer

We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. Our Total Rewards package allows you to decide which benefits are right for you and which ones help you create a solid foundation for your future. This includes a discretionary bonus program, comprehensive medical, prescription drug and dental coverage, a defined contribution pension plan, a great vacation policy plus firm paid days, statutory holidays and paid personal days. 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 that’s right for you

Salary Range: Vancouver and Toronto: $144,000 to $195,000.

Key Skills/Competency

• Microsoft Dynamics 365 Customer Engagement
• Microsoft Power Platform (Power Apps, Power Automate, Power Pages)
• Enterprise Solution Architecture
• Azure AI Services
• Microsoft Copilot Studio
• CRM Implementation
• Integration Architecture
• Client Advisory and Consulting
• Technical Leadership
• Platform Governance (CoE, ALM)