Dynamics 365 CE Sr Functional Consultant

IDEX Corporation•Northbrook, IL

About The Position

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.

Requirements

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

Nice To Haves

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

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