Principal Product Manager

Microsoft • Redmond, WA

1d

About The Position

The Dynamics 365 Contact Center team is seeking a Principal Product Manager to drive the design, development, and deployment of generative AI-powered contact center solutions. This role involves transforming state-of-the-art AI technologies and Microsoft’s modern collaboration platform into production-ready solutions that enhance customer experiences and efficiency for millions of users. The Principal Product Manager will work directly with strategic customers during pre-sales and deployment phases, assisting them in envisioning, designing, and implementing Dynamics 365 Contact Center solutions within their environments. Key aspects of the role include hands-on solution building, educating customers and partners on implementation best practices, and accelerating successful adoption from initial concept to go-live. The position contributes to Microsoft's mission of empowering individuals and organizations through a culture of growth, innovation, respect, integrity, and accountability.

Requirements

• Bachelor's Degree AND 8+ years experience in product/service/program management or software development. OR 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 solid 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.
• Directly create solutions for customers through 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Principal
• Number of Employees: 5,001-10,000 employees