D365 Customer Engagement - CRM & CE

BDO Canada; Toronto; On-site; CAD 84,000 - 128,000; Full time

Job summary

BDO Canada’s Solution Operations practice is hiring a Senior Dynamics 365 CE / CRM & Power Platform Consultant to join our GTA team. You will provide post-implementation support while leading optimization and advisory services to drive adoption, efficiency, and ROI.

In this senior, client-facing role, you will act as a trusted advisor, shape repeatable service offerings, and advance Dynamics 365 CE, Power Platform, and Power BI solutions across Canada.

Qualifications

• 7+ years of experience supporting Dynamics 365 CE, aligned to current roadmap.
• 3+ years of senior-level Power BI experience with data modeling and governance.
• Microsoft Certifications: at least two from the listed exams.
• Experience supporting users remotely via phone and collaboration tools.
• Dataverse, solution management, and cloud environment familiarity.

Responsibilities

• Own client outcomes (adoption, ROI) and lead health checks / reviews.
• Translate platform capabilities into concrete business use cases.
• Lead governance cadences, backlog hygiene, and value-based recommendations.
• Provide escalation-level troubleshooting and proactive improvements.
• Lead Power BI design, data modeling, and enterprise reporting assets.
• Stay current with Microsoft cloud technologies and expand skillsets.

Skills

Dynamics 365 CE

Power Platform

Power BI

Remote support

Communication

Education

Microsoft Certifications – at least two

Tools

Dataverse

Power Automate

Power Apps

Power Pages

Microsoft 365/Teams

Job description

The expected range of compensation for this role is $84,000 - $128,000 annually.

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.

BDO Canada’s Solution Operations practice is currently in the process of recruiting a full‑time permanent Senior Dynamics 365 CE / CRM & Power Platform 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.

Key Accountabilities and Responsibilities

Client Advisory & Value Ownership

• 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:
• 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, refresh strategies, row‑level security, and the development of reusable datasets and enterprise reporting assets.
• Translate reporting and analytics into actionable recommendations that drive measurable business outcomes .
• Stay current with new Microsoft cloud technologies, features, and release updates, continuously expanding skillsets across Dynamics 365, Power Platform, and Power BI.
• Perform other related duties as required

How do we define success for your role?

• You demonstrate BDO Canada’s core values through all aspect of your work: Integrity, Respect and Collaboration
• You understand your client’s industry, challenges, and opportunities; clients describe you as positive, professional, and delivering high‑quality work
• You identify, recommend, and is focused on effective service delivery to your clients
• You share in an inclusive and engaging work environment that develops, retains & attracts talent
• You actively participate in the adoption of digital tools and strategies to drive an innovative workplace
• You grow your expertise through learning and professional development

Education and Professional Skills / Knowledge

Required

• 7+ years of experience supporting Dynamics 365 Customer Engagement, including recent cloud‑aligned versions within Microsoft’s current roadmap
• 3+ years of senior‑level Power BI experience, including data modeling, DAX, workspace governance, row‑level security, refresh optimization, and enterprise reporting aligned to Power Platform and Dynamics 365 CE solutions
• Microsoft Certifications:
• Required – must hold at least two of the following:
• Power Platform Fundamentals / Exam PL-900
• Power Platform Functional Consultant Associate / Exam PL-200, while still active
• Dynamics 365 Customer Service Functional Consultant Associate / Exam MB-230
• Dynamics 365 Customer Experience Analyst Associate / Exam MB-280
• Preferred:
• Agentic AI Business Solutions Architect / Exam AB-100
• AI Agent Builder Associate (beta) / Exam AB-620
• ITIL Foundations 4 certification considered a strong asset
• Experience supporting users remotely via phone, screen sharing, and collaboration tools
• Working knowledge of Dataverse, solution management, and Microsoft cloud environments
• Proficiency with Microsoft Windows, Microsoft 365, and Teams

Why BDO?

Our people‑first approach to talent has earned us a spot among Canada’s Top 100 Employers for 2026. This recognition is a milestone we’re thrilled to add to our collection of awards for both experienced and student talent experiences.

At BDO, our people experience is guided by three core pillars—Do work with genuine care, Do what matters with purpose, and Do what’s next - shaping how we support our people, serve our clients, and grow together.

Giving back adds up: Where company meets community. BDO is actively involved in our communities by supporting local charity initiatives. We support staff with local and national events where you will be given the opportunity to contribute to your community.

Total rewards that matter: We pay for performance with competitive total cash compensation that recognizes and rewards your contribution. We provide comprehensive benefits from day one, and a flexible personal time off policy. We’re committed to supporting your overall wellbeing and provide reimbursement for wellness initiatives that fit your lifestyle.

Everyone counts: We are committed to creating a workplace where employees can participate fully, contribute meaningfully and succeed without barriers. We are dedicated to fostering a workplace defined by respect, fairness, and a true sense of belonging for everyone. We recognize and celebrate the unique experiences, identities, and perspectives that each of us bring – and that these experiences strengthen how we work together. Our commitment extends to ensuring that our application process is both inclusive and accessible. If you require accommodation to complete the application process, please contact us.

Flexibility: All BDO personnel are expected to spend some of their time working in the office, at the client site, and virtually unless accommodations or alternative work arrangements are in place.

Our model is a blended approach designed to support the flexible needs of our people, the firm and our clients. It’s about creating work experiences that meet everyone’s needs and providing flexibility to adjust when, where and how we work to meet the expectations of our role.

Code of Conduct: Our Code of Conduct sets clear standards for how we conduct business. It reflects our shared values and commitments and includes guiding principles to help us make ethical decisions and maintain trust with each other, our clients, and the public.

BDO may use artificial intelligence enabled tools to support certain aspects of the recruitment process. While these tools assist our teams, our use of AI does not replace human decision making, and all employment‑related outcomes are made by BDO personnel.

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