Dynamics 365 Customer Engagement; CE Senior Consultant

Putting people first, every day BDO is a firm built on a foundation of positive relationships with our people and our clients. Each day, our professionals provide exceptional service, helping clients with advice and insight they can trust. In turn, we offer an award-winning environment that fosters a people-first culture with a high priority on your personal and professional growth. Your Opportunity BDO Canada’s Solution Operations practice is currently in the process of recruiting a full-time permanent Dynamics 365 Customer Engagement (CE) Senior Consultant to join our growing GTA team.

The position will be responsible for providing post-implementation application support while leading proactive optimization and advisory services that drive measurable client outcomes (adoption, efficiency, ROI). This is a senior client-facing advisory role within a managed services environment, expected to shift engagements from reactive support toward structured, value-driven service delivery. The successful candidate will operate as a trusted advisor, helping clients evolve their Dynamics 365 CE and Power Platform capabilities, not just resolve issues.

In addition to reactive support, this role will contribute to the development of repeatable service offerings, proactively identifying opportunities to enhance client outcomes through standardized solutions, best practices, and continuous improvement. BDO's Digital practice provides implementation and support services for accounting and enterprise resource planning (ERP), customer relationship management (CRM), Power Platform, and business intelligence (BI) solutions to clients across Canada.

BDO Digital is a Microsoft Solutions Partner and has consistently been recognized through Microsoft partner awards, including Inner Circle and President’s Club membership.

• Own client outcomes (adoption, efficiency, ROI), not just issue resolution
• Lead health checks, roadmap discussions, and value-based reviews
• Provide constructive challenge to client approaches where required
• Identify and quantify business impact of recommendations
• Challenge client approaches when needed (respectfully)
• Translate platform capabilities into business use cases and improvements
• Leverage advanced expertise in Dynamics 365 Customer Engagement (CE) - Sales, Customer Service, Marketing, Field Service), the Power Platform, and enterprise‑grade Power BI solutions to deliver remote client support and advisory services via phone, secure remote access, and Microsoft Teams.
• Provide escalation-level troubleshooting for complex issues, using root cause analysis to drive broader platform and process improvements.
• Provide functional guidance and best-practice recommendations related to:
  Model-driven apps Business rules, forms, views, dashboards, and charts Security roles and access models Dataverse data structure and relationships
• You will also:
  Support and advise on Power Platform components including Power Automate, Power Apps, Power Pages, and Power BI integrations within Dynamics 365 CE, ensuring scalable, governed, and high‑performance analytics solutions.
• Identify recurring client challenges and collaborate with internal teams to design and deliver repeatable support and optimization services that create measurable client value.
• Define and operate governance cadences (SLA health, backlog, prioritization, risk)
• Drive backlog hygiene and reduce operational noise through structured processes
• Proactively identify opportunities to improve client adoption, efficiency, and ROI through standardized enhancements, health checks, training materials, and value-based recommendations
• Apply strong communication and listening skills to understand client business processes, clarify requirements, and translate issues into actionable technical or functional solutions.
• Contribute to internal initiatives including documentation, knowledge base development, service packaging, and continuous improvement of support processes—particularly around Power BI reporting templates and analytics frameworks.
• Lead Power BI solution design, including data modeling, DAX optimization, workspace governance,…