Principal Product Manager Dynamics 365 Contact Center

Be part of a culture that celebrates excellence and drives innovation where success is a shared this Principal Product Manager role for Dynamics 365 Contact Center you sit at the intersection of artificial intelligence customer experience and business outcomes. You help contact centers transform how they serve customers moving from reactive support to intelligent proactive and efficient experiences at scale. You operate with true surface-area ownership setting direction making the hardest prioritization calls and seeing your decisions land across millions of customer interactions .

• Lead cross-divisional initiatives across multiple contact center feature areas defining success criteria long-term vision and product strategy based on customer needs market and user research and the competitive landscape.
• Translate product vision into a comprehensive roadmap for Dynamics 365 Contact Center crafting detailed user stories and integrated scenarios that leverage artificial intelligence as a core differentiator.
• Provide expert guidance on long-range investment opportunities and prioritization evaluating tradeoffs and setting portfolio-level Objectives and Key Results in partnership with cross-organizational stakeholders.
• Drive collaboration with engineering data science design and partner teams to design validate and scale artificial intelligence-driven capabilities that improve resolution efficiency and customer satisfaction while meeting quality security and compliance standards.
• Deeply engage with strategic customers and customer communities to gather feedback understand complex contact center scenarios and convert insights into product improvements deprecation decisions and new opportunities that accelerate adoption and business impact.

Required Qualifications:

• Bachelors Degree AND 10 years experience in product/service/program management or software development
  • OR equivalent experience.

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:

• Bachelors Degree AND 15 years experience in product/service/program management or software development
  • OR equivalent experience.
• 8 years experience taking a product feature or experience to market (e.g. design addressing product market fit and launch internal tool/framework).
• 10 years experience improving product metrics for a product feature or experience in a market (e.g. growing customer base expanding customer usage avoiding customer churn).
• 10 years experience disrupting a market for a product feature or experience (e.g. competitive disruption taking the place of an established competing product).
• Experience shipping enterprise contact center products and shared platform capabilities at scale spanning voice digital channels routing orchestration or customer context with measurable improvements across customer agent administrator or supervisor experiences.
• Demonstrated success leading complex cross-functional initiatives as an individual contributor resolving architectural dependencies competing priorities and delivery commitments across engineering design data science and go-to-market teams without direct reporting authority.
• Hands-on experience taking generative AI or AI agents from prototype to production including grounding tool execution evaluation datasets and human handoffs with measurable gains in resolution quality or task completion within defined latency cost and security constraints.
• Experience building and strengthening business-critical enterprise platforms including extensibility CRM and telephony integrations observability and safe deployments with demonstrated improvements in availability incident recovery or deployment time across multiple customers.
• A track record of translating product and platform investments into measurable revenue growth with specific examples of winning competitive deals removing enterprise adoption blockers enabling partner solutions or expanding paid usageand evidence linking product decisions to those outcomes

Product Management IC6 - The typical base pay range for this role across the U.S. is USD $165600 - $296400 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 $220800 - $331200 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:
position will be open for a minimum of 5 days with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age ancestry citizenship color family or medical care leave gender identity or expression genetic information immigration status marital status medical condition national origin physical or mental disability political affiliation protected veteran or military status race ethnicity religion sex (including pregnancy) sexual orientation or any other characteristic protected by applicable local laws regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process read more about requesting accommodations.

Required Experience:

IC