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