Senior Consultant, Microsoft Dynamics 365 Customer Engagement Apps (CRM)

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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 in economies the world over. 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, for our clients and for our communities.

EY Canada is seeking an experienced Senior Consultant to join our growing Microsoft Dynamics 365 Customer Engagement 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.

The Role & Responsibilities

EY is looking for a Senior Consultant – Microsoft Dynamics 365 Customer Engagement Apps, to work in our Vancouver office. This experienced consulting position will cover all phases of an CRM solution life cycle from initial planning and design through implementation and user adoption. Responsibilities of this position include the following:

Client Engagement and Requirements Gathering:

• Lead client meetings to understand their business processes and requirements.
• Facilitate workshops and discussions to gather both business and technical requirements.
• Analyze client needs to propose customized solutions using Microsoft Dynamics 365 modules (Sales, Marketing, Customer Service, Field Service, and Project Operations).

Solution Design:

• Develop and present solution concepts that align with the client's unique use cases and objectives.
• Collaborate with sector-specific domain experts to ensure solutions meet industry-specific needs.
• Provide expert advice on the capabilities and limitations of Microsoft Dynamics 365 to inform client decision-making.
• Design comprehensive solutions that integrate seamlessly with client's existing systems and workflows.

Solution Design and Configuration:

• Configure Microsoft Dynamics 365 applications to meet the specific requirements of the project.
• Work closely with technical specialists to ensure technical feasibility and optimal performance of the solution.
• Coordinate with developers and technical specialists for advanced customizations and integrations.
• Ensure technical solutions align with the business objectives and requirements gathered.
• Assist in resolving technical challenges and streamline the implementation process.

Project Management Support:

• Collaborate with project managers to ensure timely delivery of milestones.
• Assist in project planning, resource allocation, and risk management.
• Provide regular updates to stakeholders on project progress and challenges.

Quality Assurance and Testing:

• Oversee the testing of configured solutions to ensure they meet client requirements.
• Lead the development of test scenarios and coordinate user acceptance testing.
• Address any issues or feedback during the testing phase promptly.

Training and User Support:

• Develop and deliver training materials and sessions for end-users.
• Provide support during the initial deployment phase to ensure smooth transition and adoption.
• Offer post-deployment support and guidance to maximize the use of the Dynamics 365 platform.

Deployment and Rollout:

• Oversee the deployment of the solution in the client's environment.
• Ensure a smooth transition from the old system to the new Dynamics 365 solution.
• Provide support during the initial stages post-deployment to address any immediate concerns.

Continuous Improvement and Updates:

• Stay updated with the latest developments in Microsoft Dynamics 365.
• Recommend and implement updates and improvements to clients' solutions as needed.
• Ensure solutions remain effective and efficient in meeting clients' evolving needs.

Cross-Functional Collaboration:

• Work closely with solution architects, other consultants, and domain experts to ensure a holistic approach to solution development.
• Facilitate communication between technical and non-technical stakeholders.
• Contribute to the overall success of the team by sharing knowledge and best practices.

Required Experience and Skills:

Experience in Consulting and Project Delivery:

• Minimum of 2-3 years of experience in consulting environments, demonstrating the ability to manage deadlines effectively.
• Proven track record in configuring and delivering Microsoft Dynamics 365 Customer Engagement and Power Platform solutions.
• Experience in leading and participating in requirements workshops, interviews, and training sessions.

Microsoft Certifications:

• Relevant and up-to-date Microsoft certifications in Dynamics 365 and related technologies.
• Continuous learning attitude to stay updated with the latest Microsoft technologies and certifications.

Language and Communication Skills:

• Proficiency in English, both in spoken communication and technical writing.
• Superb written and verbal communication skills, essential for client interactions and documentation.
• Comfortable with collaboration, open communication, and proactive engagement with cross-functional teams and customers.

Analytical Skills:

• Strong capability in analyzing and understanding complex business problems.
• Ability to model data and processes effectively, using tools like Visio or similar modeling applications.

Technical Proficiency:

• Experience with Azure DevOps, demonstrating skills in managing development and deployment processes.
• Familiarity with software implementation and development methodologies, including Agile, Scrum, or Waterfall.
• Proficiency in configuring Microsoft Dynamics 365 and Power Platform to meet specific business requirements.

Documentation Skills:

• Ability to document functional and user requirements clearly and comprehensively.
• Experience in creating detailed project documentation, user guides, and training materials.

Collaboration and Teamwork:

• Strong team player with experience in working collaboratively with technical teams, including developers, solution architects, and project managers.
• Ability to work effectively in a cross-functional environment, bridging the gap between technical and non-technical stakeholders.

Client-Facing Skills:

• Experience in managing client expectations and building strong client relationships.
• Ability to present complex technical information in a clear and understandable manner to clients.

Additional Desirable Skills:

• Knowledge of integrating Dynamics 365 with other business systems and applications.
• Understanding of broader Microsoft ecosystem, including Office 365 and Azure services.

What we offer

At EY, our Total Rewards package supports our commitment to creating a leading people culture - built on high-performance teaming - where everyone can achieve their potential and contribute to building a better working world for our people, our clients and our communities. It's one of the many reasons we repeatedly win awards for being a great place to work.

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. 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 comprehensive medical, prescription drug and dental coverage, 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 well-being. 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

Diversity and Inclusion at EY

Diversity and inclusiveness are at the heart of who we are and how we work. We’re 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 Métis) 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.

EY | Building a better working world

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