Senior Microsoft Dynamics 365 CE Functional Consultant

About this role

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

Lead requirements discovery workshops with 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 andmaintainsolution design documentation, process maps, and functional specifications aligned with Microsoft FastTrackSuccess by Design principles

Configure andoptimize:

Entities, forms, views, dashboards

Business rules, workflows, and Power Automate flows

Support data modeling, migration mapping, and integration specifications with marketing platforms, ERP systems, Power BI, 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 SME for 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 trackingand 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 advisor to 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 guidancetoregional champions

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:

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 applicable

Ensure solutions align with IDEX Information Security, Compliance, and Change Management standards

Required Qualifications

Bachelor’s degree in Business Administration, Information Systems, or related field

6+ years of hands-on experience as a Dynamics 365 CE Functional Consultant

Strong functional experience with:

Dynamics 365 Customer Service

Omnichannel for Customer Service

Dynamics 365 Sales (Lead and Opportunity Management)

Solid understanding of the Microsoft Power Platform (Power Apps, Power Automate, Power BI)

Proven ability to elicit requirements, perform fit/gap analysis, and produce high-quality functional documentation

Experience working in Agile/Scrum or Hybrid delivery models

Excellent communication skills and experience working across enterprise, multi-BU teams

Preferred Qualifications

Microsoft certifications (preferred):

Dynamics 365 Functional Consultant (Sales or Customer Service)

Power Platform Solution Architect Expert

Customer Insights – Data or Journeys

Experience supporting multi-business-unit and multi-region CRM platforms

Familiarity integrating Dynamics 365 with ERP or external platforms (e.g., JD Edwards, SAP, )

Experience with post-go-live stabilization and continuous improvement programs

Knowledge of manufacturing, distribution, or aftermarket service business models

Key Competencies

Business Process Mapping & Optimization

Solution Design & Configuration

Omnichannel & Case Management Expertise

Data Quality & Governance

Agile Delivery & Backlog Management

Change Management & User Enablement

Cross-Functional Collaboration

Department: Corporate IT – Customer Experience Applications
Location: Fully Remote (North America) with light…