Senior Microsoft Dynamics 365 CE Functional Consultant
If you’re looking for a special place to build or grow your career, you’ve found it. Whether you’re an experienced professional, a recent college graduate or somewhere in between, IDEX is a place where you can apply your existing skills and learn new ones in an environment where you can make an impact.
With interesting opportunities in engineering, marketing, sales, supply chain, operations, HR, finance, and more across more than 40 diverse businesses around the globe, chances are, we have something special for you.
Position Overview
IDEX Corporation is seeking a Senior Microsoft Dynamics 365 Customer Engagement (CE) Functional Consultant to support the continued rollout, stabilization, and optimization of our enterprise CRM platform across multiple business units. This role requiresapproximately 10–20% travel for onsite workshops, stakeholder meetings, and key project milestones as needed.
This role is a critical contributor to IDEX’s Commercial Excellence and digital transformation initiatives, partnering closely with Sales, Customer Service, Marketing, Operations, and Corporate IT to deliver scalable, high-quality CRM solutions.
The ideal candidate brings deep hands-on experience with Dynamics 365 Customer Service (including Omnichannel) and Sales lead and opportunity management, along with strong technical aptitude to collaborate effectively with architects, developers, and implementation partners. This individual will play a key role across post-go-live optimization, new feature delivery, integrations, and user adoption.
Key Responsibilities
Functional Design & Delivery
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Lead requirements discovery workshops with business stakeholders to gather, analyze, and document:
- Business processes
- Functional requirements
- User stories and acceptance criteria
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Translate business needs into fit-for-purpose Dynamics 365 CE configurations, prioritizing out-of-the-box capabilities
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Develop andmaintainsolution design documentation, process maps, and functional specifications aligned with Microsoft FastTrack Success by Design principles
- Configure andoptimize:
- Entities, forms, views, dashboards
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Business rules, workflows, and Power Automate flows
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Support data modeling, migration mapping, and integration specifications with marketing platforms, ERP systems, Power BI, and other enterprise solutions
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Collaborate closely with developers, architects, and testers throughout SIT, UAT, and release validation
Customer Service & Omnichannel Enablement
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Serve as a functional SME for Dynamics 365 Customer Service and Omnichannel, including:
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Case management, queues, routing rules, and SLAs
- Email-to-Case and Activity Monitor
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Operating hours, after-hours behavior, and exception handling
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Support post-go-live stabilization and continuous improvement of service processes
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Partner with support leadership to improve agent experience, monitoring, and reporting
Sales & Lead Management
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Configure and enhance lead intake, qualification,deduplication, and conversion processes
- Support Sales workflows including:
- Opportunity management
- Activity trackingand reminders
- Pipeline visibility and reporting
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Align Sales and Customer Service processes to support a connected end-to-end customer lifecycle
Business Engagement & Platform Governance
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Serve as a trusted advisor to business unit stakeholders across Sales, Service, Marketing, and Operations
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Participate in phased rollouts, MVP releases, and post-go-live optimization initiatives
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Provide user training, adoption materials, and best-practice guidancetoregional champions
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Drive adherence to IDEX CRM governance standards, including:
- Naming conventions
- ALM and environment strategy
- Data governance and security policies
Agile Delivery & DevOps
- Contribute to Azure DevOps backlogs by:
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Writing high-quality user stories and acceptance criteria
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Supporting backlog grooming, sprin