Principal Product Manager

Microsoft•Redmond, WA

About The Position

The Dynamics 365 Contact Center team is looking for a Principal Product Manager to drive the design, development, and deployment of generative AI-powered contact center solutions. This role involves transforming AI technologies and Microsoft’s modern collaboration platform into production-ready solutions to enhance user efficiency and customer experiences. You will work directly with top customers on pre-sales and deployment, helping them envision, design, and implement Dynamics 365 Contact Center solutions. Responsibilities include hands-on solution building, educating customers and partners on best practices, and accelerating adoption from concept to go-live. Microsoft's mission is to empower every person and organization to achieve more, fostering a culture of growth mindset, innovation, respect, integrity, and accountability.

Requirements

Bachelor's Degree AND 8+ years experience in product/service/program management or software development.
Equivalent experience.
Ability to meet Microsoft, customer and/or government security screening requirements are required for this role.

Nice To Haves

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 and agents, including use of conversational UX, agent frameworks, and platforms like Claude, GPT and Copilot.
Track record of success in planning and delivering Contact Center/Customer Service solutions in the real customer environments.
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 familiarity with the Microsoft technology stack (Dynamics 365 Customer Service and Contact Center, Azure, 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.

Responsibilities

Deeply embed with our most strategic customers and serve as the primary point of contact for ideation and building the Contact Center applications.
Roll up your sleeves and directly create solutions for customers though building hands-on prototypes or providing strategical guidance.
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 roadmap.
Capture real-world learnings and scale them across Microsoft by contributing to documentation, educating internal deployment teams, and enabling partners.