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.

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 requires approximately 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.

• Functional Design & Delivery

  Lead requirements discovery workshopswith business stakeholders to gather, analyze, and document:

  • Business processes
  • Functional requirements
  • User stories and acceptance criteria

  Translate business needs into fit-for-purpose Dynamics 365 CE configurations, prioritizing out-of-the-box capabilities

  Develop and maintain solution design documentation, process maps, and functional specifications aligned with Microsoft Fast Track Success by Designprinciples

  Configure and optimize:

  • Entities, forms, views, dashboards
  • Business rules, workflows, and Power Automate flows

  Support data modeling, migration mapping, and integration specifications with marketing platforms, ERP systems, PowerBI, and other enterprise solutions

  Collaborate closely with developers, architects, and testers throughout SIT, UAT, and release validation

• Customer Service & Omnichannel Enablement

  Serve as a functional SMEfor Dynamics 365 Customer Service and Omnichannel, including:

  • Case management, queues, routing rules, and SLAs
  • Email‑to‑Case and Activity Monitor
  • Operating hours, after-hours behavior, and exception handling

  Support post‑go‑live stabilization and continuous improvement of service processes

  Partner with support leadership to improve agent experience, monitoring, and reporting

• Sales & Lead Management

  Configure and enhance lead intake, qualification, deduplication, and conversion processes

  Support Sales workflows including:

  • Opportunity management
  • Activity tracking and reminders
  • Pipeline visibility and reporting

  Align Sales and Customer Service processes to support a connected end‑to‑end customer lifecycle

• Business Engagement & Platform Governance

  Serve as a trusted advisorto business unit stakeholders across Sales, Service, Marketing, and Operations

  Participate in phased rollouts, MVP releases, and post‑go‑live optimization initiatives

  Provide user training, adoption materials, and best‑practice guidance to regional champions

  Drive adherence to IDEX CRM governance standards, including:

  • Naming conventions
  • ALM and environment strategy
  • Data governance and security policies

• Agile Delivery & Dev Ops

  Contribute to Azure Dev Opsbacklogs by:

  • Writing high-quality user stories and acceptance criteria
  • Supporting backlog grooming, sprint planning, and reviews
  • Act as a bridge between Corporate IT, business stakeholders, and implementation partners

  Support controlled releases and regression testing across environments

• Continuous Improvement & Innovation

  Work with Product Owners and Architects to shape roadmap features and enhancement requests

  Support Power Platform maturity, including Copilot and AI Builder enablement where…