Senior Microsoft Dynamics 365 CE Functional Consultant

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 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. 

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 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