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.

Overview   IDEX Corporation is seeking a Senior Microsoft Dynamics 365 Customer Engagement (C E ) 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 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 and   maintain   solution design documentation, process maps, and functional specifications aligned with Microsoft FastTrack   Success by Design  principles   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, 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 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 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 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 & DevOps   Contribute to Azure DevOps backlogs by:   Writing high-quality user stories and acceptance criteria