Principal Product Manager

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Are you excited to shape the future of customer engagement with cutting-edge AI?

The Dynamics 365 Contact Center team is looking for a Principal Product Manager to drive the strategy, vision, design, development, and deployment of generative AI–powered contact centers. In this role, you’ll transform state-of-the-art AI technologies and Microsoft’s modern collaboration suite into production-grade solutions that enable millions of users to collaborate more efficiently and deliver exceptional customer experiences.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Required Qualifications:

• Bachelor's Degree AND 8+ years experience in product/service/program management or software development in Contact Center or Customer Service space
• 2+ years of experience building/designing AI applications stacks, agents or Contact Center applications

Other Requirements:

Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check:

• This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.

Preferred Qualifications:

• Track record of success in planning and delivering Contact Center/Customer Service solutions in the real customer envirionments
• Have industry experience in programming languages like Python or Javascript.
• Have built and/or delivered prototypes using Azure, Dyanmcis 365 Products AI, Azure
• Own problems end-to-end and are willing to pick up whatever knowledge you're missing to get the job done
• Hands-on experience or solid familiarity with the Microsoft technology stack (Dyanmcis 365 Cusotemr Service and Contact Center, M365 Copilot extensibility, Copilot Studio, AI agents, Azure OpenAI, Graph Connectors, Microsoft Teams extensibility platform, etc.)
• Technical depth with solutions leveraging generative AI, large language models (LLMs)
• Experience presenting product and technology topics in-depth to executive and technical audiences
• Aptitude for analytical thinking, disciplined problem solving, and data analysis skills used to identify the root cause of issues
• Embrace diversity of thoughts and backgrounds and lead others to do the same

Product Management IC5 - The typical base pay range for this role across the U.S. is USD $139,900 - $274,800 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $188,000 - $304,200 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay

Microsoft will accept applications for the role until October 1, 2025.

#BICJobs #CESJOBS

In this role, you will work both as a Product management who owns the feature/set of features and work directly with the strategic customers to deliver the Dynamics 365 Contact Centers end-to-end.

Product Management:

• Define and drive product vision and strategy across a full stack of collaborators—from customers to engineers and researchers.
• Partner closely with engineering to prioritize the roadmap, deliver high-impact features, and solve complex problems with clarity and creativity.
• Translate customer insights and strategic goals into actionable plans that guide engineering execution and product iteration
• Keep stakeholders aligned and informed, fostering confidence and clarity across internal teams and leadership.

Working with customers

• You will partner closely with senior customer stakeholders to align on desired business outcomes.
• You’ll translate business outcomes into a technical plan, run day-to-day execution
• Rapidly prototype and iterate on innovative solutions tailored to customer needs.
• Help to configure, deploy, and enable these solutions within customer environments.
• Lead technical support during initial projects to ensure successful implementations and mentor Microsoft and customer technical teams towards self-sufficiency
• Work closely with product management colleagues and engineering to turn learnings into the real solutions
• Capture real-world learnings and scale them across Microsoft by contributing to documentation, educating internal deployment teams, and enabling partners.