Position OverviewIDEX 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:
- 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
- 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:
- 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:
- 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 travel requirements (approximately 10-20%)
Total RewardsThe compensation range for this position is $112,700.00 - $169,100.00, depending on experience. This position may be eligible for performance based bonus plan.
Benefits PackageOur comprehensive U.S. benefit offerings include: Health benefits, 401(k) retirement savings program with company match, PTO, and more. More information on our benefits and rewards can be found on our career page: https://www.idexcorp.com/careers/our-benefits-and-rewards/
This posting is for an existing vacancy.
Artificial intelligence is not used to screen, assess or select applicants.
