Principal Product Manager

Overview

The Dynamics 365 Contact Center is an enterprise grade, AI-powered, omnichannel customer engagement platform designed to assist organizations in managing and optimizing interactions across various communication channels. It offers a unified and integrated environment for handling customer engagements through voice, chat, email, social media, and other mediums, ensuring consistency and personalization throughout the customer journey. The contact center industry is experiencing significant transformation towards AI-driven, autonomous operations. Microsoft’s Dynamics 365 Contact Center is positioned at the forefront of this progress, leveraging our strengths in omnichannel CRM alongside advanced AI, cloud, and collaboration technologies to lead the Contact Center market. We are pioneering a new era of agentic AI within contact centers—transitioning from independent assistance features to a unified AI reasoning framework that supports all stages of the contact center lifecycle. Our team develops the experiences and services powering this platform, fostering innovation and actively engaging with customers and partners within an agile, dynamic environment. The team oversees agentic supervision by delivering real-time analytics, insights, quality assessments, and coaching to the workforce, facilitating ‘human-in-the-loop’ workflows for agents. By replacing manual, rule-based processes with adaptive, outcome-oriented AI orchestration, we enable swift connection between customers and appropriate resources, thereby enhancing resolution times and operational efficiency.

We embrace a culture where everyone thrives through collaboration, agility, and continuous learning, consistent with Microsoft’s values of fostering a growth mindset, inclusion, customer obsession, and One Microsoft teamwork. We solve challenging problems for large-scale, 24x7 enterprise SaaS applications using the latest technologies and AI innovations. If you are excited by the opportunity to work with diverse, cross-functional teams on end-to-end scenarios – and to shape the future of customer engagement with intelligent, AI-enabled solutions – then this role is made for you. Join us and help redefine the contact center industry!

Responsibilities

We are looking for a Principal Product Manager (individual contributor) to join our Dynamics 365 Contact Center team. You will lead multi-year product initiatives across teams, shaping strategy and development for agentic supervision and ACD to improve customer service. Working with external customers and internal teams—including engineering, design, data science, marketing, sales, and customer success—you will drive delivery, adoption, and satisfaction. Youll set the vision and roadmap for AI innovation, influence a large global team of developers, PMs, FDEs and designers, and work with organizational leaders to turn strategic ideas into reality.

Key Responsibilities Include Driving

• Product Strategy: Define and communicate a clear product strategy and vision that aligns with business objectives, market trends, and customer needs, with a strong emphasis on leveraging AI and machine learning to transform customer engagement in the contact center.
• Roadmap Planning: Collaborate with customers, partners, and stakeholders to develop and maintain a multi-year product roadmap that prioritizes key features and enhancements based on customer value, market opportunities, and competitive analysis.
• Research & Customer Insights: Conduct deep market research, customer interviews, and data analysis to identify customer pain points, emerging industry trends, and opportunities (e.g. the growing demand for Agentic Supervision, intelligent routing, and advanced analytics in contact centers).
• Cross-Functional Collaboration: Work closely with engineering, design, data science, marketing, sales, and other teams to ensure successful product launches and seamless cross-functional collaboration.
• Product Development & Execution: Lead the end-to-end product development lifecycle for new features and enhancements. This includes defining clear product requirements and acceptance criteria, prioritizing and refining backlog items, and partnering with engineering on iterative development.
• Define evals and integrate evaluation frameworks into the development process – making continuous “AI evals” a foundation for testing and validating AI functionalities before and after launch.
• Product Positioning & Messaging: Craft compelling product positioning and messaging that highlights Microsoft’s unique strengths in the contact center space.
• Competitive Analysis & Market Leadership: Perform ongoing competitive analysis to understand the CCaaS market landscape, including both traditional contact center platforms and emerging AI-powered competitors.
• Customer Engagement & Advocacy: Build strong relationships with customers and champion customer obsession in every aspect of the product. Engage directly with key customers and early adopters to gather feedback on features understanding their evolving needs and success metrics. Evangelize our product’s AI capabilities to customers, partners and public forums.
• Data-Driven Decision Making & Evaluation: Utilize data and analytics at every step to inform product decisions and measure success. Define and track key performance metrics (e.g., conversation success rates, containment & resolution times, CSAT/NPS improvements) to gauge the effectiveness of product features.
• AI Adoption & Innovation: Drive AI adoption strategies for both our team and our customers. Collaborate with the broader organization to accelerate the adoption of advanced AI capabilities in Dynamics 365 Contact Center. Develop programs or frameworks for AI adoption to help customers successfully implement features.
• Thought Leadership: Act as a thought leader in the contact center and AI domain. Stay up-to-date with the latest industry trends and emerging technologies – from generative AI and LLMs to evolving customer service best practices. Represent Microsoft Dynamics 365 Contact Center in executive briefings, industry conferences, and customer engagements
  
  

Qualifications

Required Qualifications:

• Experience: 12+ years of Product Management experience (or equivalent) in software or cloud services, with significant experience in customer-focused product development and market strategy. Proven track record of driving successful product strategies, launches, and delivering business outcomes at scale.
• AI & Data-Driven Innovation: Demonstrated success leading AI-first or data-driven product initiatives in SaaS or enterprise applications. Deep understanding of modern AI/ML technologies – for example, familiarity with generative AI models, conversational AI platforms, and applied machine learning systems in enterprise contexts. Able to translate AI capabilities into customer-facing features and measurable business impact.
• Strategic Leadership: Self-starter who thrives in ambiguous, fast-paced environments, consistently delivering results and meeting commitments. Strong strategic thinking skills with a long-term vision, while adeptly balancing short-term priorities. Influential leadership without authority – capable of directly or indirectly guiding large teams and senior stakeholders by creating clarity, generating energy, and delivering success.
• Collaboration & Communication: Excellent interpersonal, communication, and presentation skills with the ability to articulate complex concepts and inspire cross-functional teams and executives at all levels. Proven ability to build strong relationships and collaborate in a global, matrixed organization, influencing engineering, design, marketing, sales, and services teams to achieve common goals.
• Customer Focus: Passion for customers and a deep customer-obsessed mindset, with experience gathering and translating customer needs into actionable product requirements and features. Committed to delivering solutions that have the highest impact on customer success and satisfaction.
• Analytical & Data Skills: Strong analytical and problem-solving abilities; comfortable using data to derive insights and inform decisions. Experience defining and tracking product metrics, conducting experiments or A/B tests, and adjusting strategy based on quantitative and qualitative feedback. Familiarity with establishing or using evaluation frameworks to test and validate product improvements (experience with metrics and evaluation processes for AI features is a plus).
• Educational Background: Bachelor’s degree in Computer Science Engineering, or a related field (or equivalent experience).
  
  

Preferred Qualifications

• Advanced Education: MBA or advanced degree in a relevant field.
• Scale & Domain Experience: Previous experience driving strategic initiatives for AI-powered or SaaS products serving thousands of globally dispersed users. Direct experience in the contact center, customer service, or CRM industry is a strong plus, as is familiarity with contact center metrics and operational workflows.
• Deep AI/ML Expertise: In-depth knowledge of generative AI, large language models, or other advanced machine learning technologies in enterprise contexts. Hands-on experience with AI-based product features (such as chatbots, speech recognition, predictive analytics, or intelligent automation) and understanding of how to drive their successful adoption in a product.
  
  

A strong appreciation for Microsoft’s culture of innovation and values – including a growth mindset, inclusive collaboration, customer obsession, and integrity – is highly valued. We seek leaders who model our Leadership Principles (creating clarity, generating energy, delivering success) and can cultivate these values within cross-functional teams.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. Benefits and perks may vary depending on your employment status and country of residence.

This 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.

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