Principal Product Manager, Dynamics 365 Contact Center

Quick Facts

• Role: Principal Product Manager for Dynamics 365 Contact Center
• Focus: AI-powered contact center product strategy and roadmap
• Accountability: End-to-end decision-making across product architecture, AI capabilities, and user journeys

Description

You will lead product direction for Dynamics 365 Contact Center at the intersection of artificial intelligence, customer experience, and business outcomes. You will define long-term vision and translate it into a comprehensive roadmap with detailed user stories and AI-driven scenarios. Your work will be measured by real impact on how contact centers run at scale.

Responsibilities

• Lead cross-divisional initiatives across multiple contact center feature areas; define success criteria, long-term vision, and product strategy
• Translate product vision into a comprehensive roadmap, including detailed user stories and integrated scenarios leveraging AI
• Provide guidance on long-range investments and prioritization; set portfolio-level Objectives and Key Results with stakeholders
• Collaborate with engineering, data science, design, and partners to design, validate, and scale AI-driven capabilities that improve resolution, efficiency, and customer satisfaction while meeting quality, security, and compliance standards
• Engage with strategic customers and communities to gather feedback and convert insights into product improvements, deprecations, and new opportunities

Requirements

• Bachelor’s degree and 10+ years experience in product/service/program management or software development (or equivalent)
• Ability to meet Microsoft, customer and/or government security screening requirements, including passing the Microsoft Cloud background check upon hire/transfer and every two years thereafter

Benefits

• Base pay range in the U.S.: USD $165,600–$296,400 per year (with location-based ranges for the San Francisco Bay area and New York City metro)
• Eligible for benefits and other compensation (see careers.microsoft.com/us/en/us-corporate-pay)
• Position open for at least 5 days; applications accepted on an ongoing basis until filled