Microsoft

Principal Product Manager - Dynamics 365 Contact Center

United States, Washington, Redmond

Found: Today

Overview

Be part of a culture that celebrates excellence and drives innovation where success is a shared journey. In 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.You lead cross-divisional initiatives across multiple feature areas, shaping the long-term vision and strategy for contact center solutions grounded in deep customer insight, competitive and market research, and alignment with Microsoft’s broader business goals. You translate that vision into a coherent roadmap, weaving together product architecture, artificial intelligence capabilities, and user journeys to deliver breakthrough experiences for both agents and customers. You are the person the team relies on to hold the bar on whether the product truly changes how contact centers run, not just how they demo.At Microsoft, our mission to empower every person and every organization on the planet to achieve more guides how we partner with customers to deliver trusted, impactful solutions. With a growth-mindset culture, we innovate responsibly and measure success by shared progress, people, teams, and customers. Join us to do meaningful work that changes the world and helps shape what’s next for everyone.

Responsibilities

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.

Qualifications

Required Qualifications:

Bachelor's 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:

Bachelor's 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 usage—and evidence linking product decisions to those outcomes