HSO

Customer Engagement (CE) Practice — Canada D365 CE Consultant Microsoft Dynamics 365 Customer Engagement Location

Canada — Remote (occasional client-site travel)

Practice

Dynamics 365 Customer Engagement (CE)

Employment Type

Full-time

Reports To

Consulting Manager

About the Role

At HSO, we believe the future of consulting goes beyond implementing software. We help organizations transform how they engage customers, optimize business processes, and leverage automation and AI to drive measurable business outcomes. As a D365 CE Consultant, you will work at the intersection of business transformation, customer engagement, automation, and emerging AI technologies. You will help clients design and implement modern business solutions using Dynamics 365, Power Platform, automation technologies, and AI-powered capabilities while contributing to the evolution of how projects are delivered. We are looking for curious, adaptable consultants who embrace innovation, continuously learn, and are excited about the future of AI-assisted delivery.

Your Role

In this role, you will work directly with clients to understand business objectives, customer engagement challenges, operational processes, and opportunities for automation and innovation. You will design and implement solutions that combine Dynamics 365, Power Platform, automation technologies, and emerging AI capabilities to help organizations improve customer experiences, increase operational efficiency, and achieve strategic business outcomes. You will also contribute to modern delivery practices by leveraging accelerators, automation, and AI-enabled tools that improve project quality, consistency, and efficiency.

Key Responsibilities

Customer & Solution Delivery

Facilitate discovery workshops and collaborate with clients to understand business objectives, challenges, and opportunities. Analyze customer engagement processes and identify ways to improve efficiency, productivity, and user experience. Design and implement Dynamics 365 Customer Engagement solutions tailored to business needs and strategic objectives. Configure and optimize D365 CE applications while promoting adoption, business value, and measurable outcomes. Conduct solution demonstrations, workshops, and stakeholder presentations. Collaborate closely with technical consultants, architects, and developers to ensure successful solution delivery. Provide training and enablement to business users and project stakeholders. Document solutions, processes, decisions, and best practices throughout the project lifecycle.

Innovation & AI-Enabled Delivery

Identify opportunities to improve customer outcomes through automation, AI, and process optimization. Evaluate opportunities to leverage Power Platform, Copilot capabilities, AI agents, and automation technologies within customer solutions. Leverage delivery accelerators, reusable assets, and AI-assisted tools to improve project efficiency and solution quality. Contribute to modern delivery practices including automated testing, accelerated documentation, AI-assisted requirements gathering, and knowledge management. Collaborate with business and technical specialists to design innovative solutions that address complex business challenges. Stay current on emerging technologies, including Microsoft Copilot, Copilot Studio, agentic AI, business process automation, and low-code platforms.

Practice Development

Participate in pre-sales activities, demonstrations, estimates, and solution envisioning workshops. Contribute to the growth and continuous improvement of the HSO CE practice. Share knowledge, lessons learned, reusable assets, and innovative approaches with colleagues. Support the adoption of standardized methodologies, quality practices, and delivery accelerators.

What We Are Looking For

Core Consulting Skills Bachelor’s degree in Business, Information Technology, or a related field. 3+ years of experience delivering Microsoft Dynamics 365 Customer Engagement solutions. Strong understanding of CRM, customer engagement, and business process transformation principles. Experience facilitating workshops, gathering requirements, and translating business needs into solution designs. Experience configuring and customizing Dynamics 365 CE applications. Strong analytical, problem-solving, and critical-thinking skills. Excellent communication, stakeholder management, and presentation skills. Experience working within implementation methodologies and project delivery frameworks. Ability to work independently while collaborating effectively within project teams. A continuous learning mindset and passion for helping customers succeed.

Future-Ready Consulting Skills

We are particularly interested in professionals who are excited by the future of business applications and consulting. Experience in one or more of the following areas is considered a strong asset: Business process automation using Power Automate, UiPath, Blue Prism, Automation Anywhere, or similar technologies. Microsoft 365 Copilot, Copilot Studio, Azure AI, Azure OpenAI, or other enterprise AI platforms. Design, deployment, governance, or support of AI agents and agentic business solutions. AI-assisted delivery practices, including automated testing, data migration acceleration, documentation generation, requirements analysis, and solution design. Experience using internal accelerators, automation frameworks, reusable delivery assets, or productivity-enhancing tools. Understanding of human-in-the-loop processes, responsible AI practices, and AI governance principles. Experience identifying ways to improve delivery quality, scalability, and efficiency through automation and AI. Experience coordinating, supervising, or working alongside AI agents that support project delivery or operational processes. Familiarity with AI-driven solution design, automation strategy, or intelligent business workflows.

How We Work

At HSO, we continuously invest in modern delivery practices that help our teams spend less time on repetitive activities and more time creating value for customers. We believe the most successful consultants combine business expertise, technology skills, and the ability to effectively leverage automation and AI.

Our consultants are encouraged to

Leverage automation to eliminate repetitive and low-value activities. Use AI-enabled tools responsibly to improve quality, consistency, and productivity. Adopt standardized delivery practices and reusable accelerators. Continuously learn and experiment with emerging technologies. Share knowledge and contribute to the evolution of our consulting practice. Focus on customer outcomes rather than simply software implementation.

What We Offer

Fully remote position with occasional client-site travel. Opportunities to work with leading organizations across North America. Exposure to cutting-edge Microsoft technologies, AI platforms, and delivery innovations. Structured career development and continuous learning opportunities. Competitive compensation, benefits, and vacation programs. A collaborative, innovative, and people-centered culture. The opportunity to help shape the future of consulting and AI-enabled business transformation.