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The opportunity

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 economies worldwide. 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, our clients, and our communities.

The Studio+ Microsoft US practice is seeking an experienced Senior Manager – Contact Center Solution Architect and GTM Leader to join our growing Microsoft AI Business Solutions 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.

Your key responsibilities:

Leadership & Technical Oversight

• 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.

Solution Architecture & Innovation

• 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.

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 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.

Business Development & Strategic Advisory

• 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 and attributes for success

• Deeep 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.

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 Dynamics 365 Contact Center 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.

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 Contact Center and Customer Service, including complex case lifecycles, SLAs, entitlement management, queues, escalation models, and integration with back-office systems to enable end-to-end resolution.
• Delivering omnichannel customer service experiences, integrating voice, digital channels, and messaging platforms through Dynamics 365 Customer Service and telephony/CCaaS providers, with intelligent routing, agent assist, and unified customer context across channels.
• Building customer-facing digital portals using Power Pages that enable self-service, case creation and tracking, knowledge access, and secure identity management, integrated with Dynamics 365 Customer Engagement and downstream enterprise systems.
• Plus - Designing marketing insights and customer journey orchestration solutions, leveraging Dynamics 365 Customer Insights (Data and Journeys) to unify customer profiles, segment audiences, trigger personalized journeys, and connect marketing engagement with sales and service outcomes.