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Position Overview

IDEX Corporation is seeking a Senior Microsoft Dynamics 365 Customer Engagement (CE) Functional Consultantto support the continued rollout, stabilization, and optimization of our enterprise CRM platformacross 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 aptitudeto 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 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 andmaintainsolution design documentation, process maps, and functional specifications aligned with Microsoft FastTrackSuccess by Designprinciples

• Configure andoptimize:

• Entities, forms, views, dashboards

• Business rules, workflows, and Power Automate flows

• Support data modeling, migration mapping, and integration specificationswith 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 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 conversionprocesses

• 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 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 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 DevOpsbacklogs 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 travel requirements (approximately 10-20%)