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 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

• 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
  • 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, Salesforce)
• 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

Are you ready to join a different kind of company where our people, our culture, and our commitments are centered around providing trusted solutions that improve lives around the world?

Total Rewards

The 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 Package

Our 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/

IDEX is an Equal Opportunity Employer. IDEX gives consideration for employment to qualified applicants without regard to race, color, religion, creed, genetic information, sex, sexual orientation, gender identity or expression, marital status, age, national origin, disability, protected veteran status, or any other consideration or protected category made unlawful by federal, state or local laws.

Attention Applicants:  If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please let us know. Likewise, if you are limited in the ability to access or use this online application process and need an alternative method for applying, we will determine an alternate way for you to apply. Please contact our Talent Acquisition Team at [email protected] for assistance with an accommodation. These contact tools may be used only by individuals with a disability for accommodation requests. Do not inquire as to the status of an application.

This posting is for an existing vacancy.

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Artificial intelligence is not used to screen, assess or select applicants.

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