Sr. Manager, CRM Functional Lead / Architect

The CRM Functional Lead / Architect is a senior, client-facing leader who translates complex business needs into scalable Microsoft Dynamics 365 Customer Engagement and Power Platform solutions.

Responsibilities

• The role leads public sector discovery, functional design, product ownership, and delivery while influencing executive, business, and technology stakeholders.
• Client Advisory & Relationship Management Advise executive sponsors, business leaders, product owners, and technology stakeholders throughout the engagement.
• Lead strategic discussions, workshops, and design forums to clarify objectives, priorities, value, decisions, risks, and dependencies.
• Manage expectations while balancing client outcomes, solution quality, delivery feasibility, and commercial commitments.
• Business Analysis, Process & Data Modeling Lead discovery and model current- and future-state processes, capabilities, operating models, personas, journeys, business rules, and data needs.
• Translate business objectives into traceable requirements, epics, user stories, acceptance criteria, process models, and measurable outcomes.
• Identify opportunities for process optimization, automation, standardization, and adoption of out-of-the-box capabilities.
• Use approved AI and Copilot capabilities to accelerate analysis, modeling, documentation, and delivery with appropriate human oversight.
• Functional Architecture & Solution Design Define the end-to-end functional architecture, including workflows, security, user experience, data, reporting, integrations, and operating model impacts.
• Lead solution design using Dynamics 365 Customer Engagement, Power Platform, and related Microsoft capabilities, promoting fit-to-standard design.
• Shape responsible AI-enabled solutions for Government of Canada clients that meet security, privacy, accessibility, data residency, governance, and policy requirements.
• Partner with data, integration, and technical architecture teams to align cross-workstream designs and govern standards, decisions, assumptions, and impacts.
• Product Ownership & Delivery Leadership Lead functional delivery from planning through stabilization and own cross-workstream decisions and escalations.
• Guide backlog prioritization and refinement, ensuring clear requirements, acceptance criteria, dependencies, and decisions.
• Assess changes and guide business validation, testing, deployment readiness, and adoption.
• Business Development, Leadership & Practice Contribution Set functional delivery standards and contribute reusable assets, methods, thought leadership, and lessons learned.
• Coach, mentor, and develop business analysts, functional consultants, and solution team members while providing quality oversight.
• Support opportunity shaping, solution definition, estimation, client presentations, and proposals. .
• Success Looks Like Clients receive practical, outcome-focused advice from a trusted functional leader.

Requirements

• Business needs are translated into a coherent, scalable solution and prioritized backlog.
• Teams have timely decisions and direction, with risks and dependencies resolved at the appropriate level.
• & Capabilities Executive advisory, stakeholder influence, negotiation, and facilitation.
• Business analysis, process and data modeling, requirements, and traceability.
• Dynamics 365 Customer Engagement and Power Platform functional architecture.
• Technical product ownership, backlog management, and acceptance criteria.
• Risk, scope, change, quality, and cross-workstream management.
• Team leadership, mentoring, functional governance, and continuous improvement.

Preferred

• Qualifications Relevant degree, diploma, or equivalent post-secondary education; business analysis, architecture, Agile, change, process improvement, Dynamics 365, or Power Platform certifications are assets.
• Must hold a current Government of Canada Reliability Status and either hold a current Secret security clearance or be eligible to obtain and maintain one.
• 10+ years of progressive experience in business analysis, functional architecture, product ownership, solution consulting, or enterprise application delivery.
• Demonstrated leadership of complex public sector CRM or enterprise application engagements, including advising senior Government of Canada stakeholders.
• Hands-on experience with Microsoft Dynamics 365 Customer Engagement and Power Platform across process, data, integration, reporting, security, and adoption.
• Leadership Expectations Build trust and alignment through sound judgment, collaboration, clear communication, and follow-through.
• Lead with a consultative, outcome-focused mindset and adapt to executive, business, and technical audiences.
• Remain decisive and accountable while balancing client advocacy, quality, commercial awareness, and scope discipline.

Pay

• The base pay range shown below is intended as a guideline to reflect the majority of offers for this role.
• It does not represent a maximum limit — in some cases, actual compensation may exceed the range where appropriate.

Benefits

• See more information on our benefits here: Canada Employee Benefits | Avanade Role Location Annual Salary Range British Columbia/Ontario $147,000 to $192,000 .