Senior Manager, Customer Engagement & AI - Customer Engagement & AI, Go-to-Market

The Senior Manager, Customer Engagement & AI – Go-to-Market is a senior client-facing solution leader responsible for helping Avanade shape, position, and win Customer Engagement and AI opportunities across the Microsoft ecosystem.

This role sits at the intersection of go-to-market, pre-sales, solution architecture, Microsoft alignment, and delivery expertise. The individual will work directly with clients, account teams, Microsoft, industry leaders, and delivery teams to identify opportunities, shape differentiated solutions, develop compelling demonstrations and prototypes, and translate emerging Microsoft capabilities into practical client outcomes.

This is not a traditional sales role or an architecture-only role. The expectation is to bring enough technical and functional depth to actively shape solutions, demonstrate capabilities, challenge assumptions, and help teams move from an initial client problem through a credible solution and deal.

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Core Responsibilities

1. CE & AI Go-to-Market Leadership

• Help define and evolve Avanade's point of view for Dynamics 365 Customer Engagement, Power Platform, Copilot and agentic AI.
• Translate Microsoft's rapidly evolving product capabilities into clear client propositions and use cases.
• Identify repeatable solution patterns and offerings that can be taken to market across industries.
• Partner with Microsoft, Sales, Industry and Account teams to identify and develop priority opportunities.
• Bring market and client feedback back into the practice to influence offerings, investments, accelerators and capability development.

2. Pre-Sales & Solution Shaping

• Engage directly with clients to understand business problems, desired outcomes and existing technology landscapes.
• Lead discovery, envisioning and solution-shaping conversations.
• Define solution approaches across Dynamics 365 CE, Dataverse, Power Platform, Copilot Studio, Microsoft 365 Copilot and Azure AI capabilities, selecting technologies based on the client problem rather than leading with a product.
• Develop solution narratives, architecture concepts, estimates, assumptions and implementation approaches.
• Partner with pursuit teams on proposals, presentations, workshops and competitive positioning.
• Provide a credible senior technical and functional presence during critical client conversations.

3. AI-Led Customer Engagement

• Help clients identify where Copilot, generative AI and agents can meaningfully transform customer and employee experiences.
• Connect AI opportunities to core CE processes such as sales, service, field service, relationship management, case management and customer operations.
• Shape solutions that combine traditional CRM capabilities with AI and intelligent automation rather than treating AI as a standalone offering.
• Help clients distinguish between practical near-term AI opportunities and longer-term transformation opportunities.
• Maintain a strong understanding of Microsoft's evolving AI capabilities and their application within business processes.

4. Demonstrations, Prototypes & Innovation

• Own or guide the creation of compelling client demonstrations, prototypes and proof-of-concepts.
• Be comfortable getting hands-on with Dynamics 365, Power Platform, Copilot Studio and related technologies when required to prove an idea.
• Rapidly translate client scenarios into demonstrable solution concepts.
• Develop reusable demos, reference architectures, patterns and accelerators that can be leveraged across pursuits.
• Use Copilot and AI-assisted development techniques to accelerate solutioning, prototyping and proposal development.

5. Deal Shaping & Commercial Support

• Work with account and sales leadership to qualify opportunities and determine where CE and AI capabilities can create differentiated value.
• Help establish scope boundaries, solution assumptions, delivery approaches and major dependencies.
• Participate in estimation and commercial shaping to ensure proposed solutions are both compelling and deliverable.
• Identify technical and delivery risk before commitments are made.
• Support the transition from pursuit to delivery, maintaining continuity between what was sold and what can realistically be implemented.

6. Practice & Capability Development

• Upskill architects, consultants and delivery teams on CE, Copilot and emerging AI capabilities.
• Coach teams on how to tell the business story, not just demonstrate technology.
• Establish solutioning patterns, reusable assets, reference architectures and leading practices.
• Bring lessons from pursuits and clients back into the broader CE practice.
• Build a community of people capable of independently supporting CE + AI pursuits.
• Help identify capability gaps and influence hiring, training and investment priorities.

What This Role Is

A strategist: Understand where CE and AI are going and translate that into a meaningful Avanade proposition.

A solutioner: Turn ambiguous client problems into credible solutions.

A storyteller: Connect technology capabilities to business outcomes in a way executives and practitioners understand.

A builder: Prototype and demonstrate ideas rather than relying exclusively on PowerPoint.

A closer: Create confidence in the solution and help move opportunities from interest into funded work.

A multiplier: Build reusable assets and develop others so CE + AI solutioning capability scales beyond one person.

What This Role Is Not

• Not purely a delivery architect.
• Not a PowerPoint-only pre-sales role.
• Not limited to a single CE workload such as Contact Center.
• Not an AI evangelist disconnected from real business processes and implementation.
• Not expected to personally deliver every engagement, but must have enough delivery credibility to ensure that what is sold can actually be built.

Desired Experience

• Significant experience with Microsoft Dynamics 365 Customer Engagement and Power Platform.
• Strong understanding across multiple CE workloads, ideally including Sales, Customer Service, Field Service and broader customer engagement scenarios.
• Demonstrated experience in enterprise pre-sales, solution architecture, consulting or complex solution shaping.
• Practical experience applying Copilot, Copilot Studio, generative AI or agentic AI to business scenarios.
• Ability to lead client discovery, envisioning and solution-design workshops.
• Experience developing demonstrations, prototypes, proofs-of-concept or solution accelerators.
• Strong understanding of Dataverse, integrations, security and enterprise solution architecture.
• Ability to communicate with both C-level/business stakeholders and deeply technical audiences.
• Strong relationship-building skills with Microsoft, sales teams, delivery teams and clients.
• Proven ability to turn emerging technology into repeatable, sellable and deliverable solutions.

Compensation at Avanade varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Avanade provides a reasonable range of compensation for roles that may be hired as set forth below. 

We anticipate this job posting will be posted until 01/24/2027. 

Avanade offers a market competitive suite of benefits including medical, dental, vision, life, and long-term disability coverage, a 401(k) plan, bonus opportunities, paid holidays, and paid time off.  

See more information on our benefits here: Benefits and Total Rewards | Avanade United States

California - $- $185,200 - $246,000
Cleveland - $169,000 - $199,500
Colorado - $169,000 - $199,500
District of Columbia - $169,000 - $229,500
Illinois - $169,000 - $216,479

Maine - $169,000 - $199,500
Maryland - $169,000 - $229,500 
Massachusetts - $169,000 - $229,500 
Minnesota - $169,000 - $216,479
New York / New Jersey - $169,000 - $246,000 

Virginia - $169,000 - $216,479
Washington - $169,000 - $229,500 

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