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. The role leads public sector discovery, functional design, product ownership, and delivery while influencing executive, business, and technology stakeholders. Key Responsibilities 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. Technical 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.

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