Note: The job is a remote job and is open to candidates in USA. EY is a global leader in consulting services, and they are seeking a Senior Manager Consultant for their Microsoft Power Platform practice. The role involves providing solution leadership, mentoring teams, and delivering enterprise-scale solutions while engaging with clients to drive digital transformation strategies.
Responsibilities
- Provide solution leadership for Microsoft Dynamics 365 Contact Center and Customer Service, 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 solutions (Copilot Studio, Dynamics 365 Contact Center and Customer Service), 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
- Manage Contact Center IP/Accelerators, 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
Skills
- 10+ years of experience in enterprise solution architecture, with a strong focus on Microsoft Dynamics 365 Customer Engagement and at least 5+ years delivering Dynamics 365 Contact Center 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
- 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
- Deep expertise in Microsoft Dynamics 365 Contact Center, 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 Dynamics 365 Contact Center and Customer Service (newest versions, not legacy omnichannel) as a core extension layer for Customer Engagement solutions, enabling workflow automation, self-service, and tailored user experiences
- 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
Benefits
- Medical and dental coverage
- Pension and 401(k) plans
- A wide range of paid time off options
- Team-led and leader-enabled hybrid model
- Flexible vacation policy
- Time off for designated EY Paid Holidays
- Winter/Summer breaks
- Personal/Family Care
- Other leaves of absence when needed to support your physical, financial, and emotional well-being
Company Overview
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