Studio+ Tech Consulting - Microsoft Power Platform - Senior Manager Consultant - Location OPEN

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 man