Principal Product Manager
About The Position
The Business & Industry Copilots group is a rapidly growing organization that is responsible for the Microsoft Dynamics 365 suite of products, Power Apps, Power Automate, Dataverse, AI Builder, Microsoft Industry Solutions and more. Microsoft is considered one of the leaders in Software as a Service in the world of business applications, and this organization is at the heart of how business applications are designed and delivered. Microsoft is transforming customer engagement with Dynamics 365 Contact Center, delivering AI-powered, omnichannel experiences at enterprise scale. We are looking for a Principal Product Manager to own the multi-year strategy, vision, and roadmap for AI-led voice capabilities — shaping how enterprises modernize customer engagement on Microsoft. You will set the direction for cloud telephony, IVR, real-time voice AI, and post-call analytics; influence the broader Microsoft voice portfolio across Dynamics 365 Copilot, Azure Communication Services, and Teams Phone; and represent Microsoft to strategic customers, partners, and analysts. Success is measured by the depth of customer adoption and trust in Microsoft's voice experiences, the differentiation of our portfolio versus established CCaaS leaders, and the bar you set for product craft across the team. Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
Requirements
- Bachelor's Degree in Computer Science or related technical field AND 6+ years technical engineering experience with coding in languages including, but not limited to, C, C++, C#, Java, JavaScript, or Python OR equivalent experience.
Nice To Haves
- Bachelor's Degree AND 8+ years experience in product/program management or software development OR equivalent experience
- Bachelor's Degree AND 12+ years experience in product/program management or software development OR equivalent experience
- 4+ years of experience taking contact center or CCaaS product features to market, including defining product‑market fit and delivering launches across voice or digital channels
- 6+ years of experience improving product metrics in customer‑facing SaaS or CCaaS solutions, driving adoption, expanding usage, and improving retention in contact center environments.
- 6+ years of experience delivering differentiated product capabilities that compete with or disrupt established CCaaS or contact center platforms.
Responsibilities
- Own a defined area of the multi-year strategy, vision, and roadmap for AI-led voice in Dynamics 365 Contact Center — define the bets, sequencing, and competitive differentiation for your pillar, in partnership with peers who own the rest of the voice portfolio.
- Lead end-to-end product execution within your area across cloud telephony, IVR, real-time voice AI, and/or post-call analytics; drive delivery through senior engineering and design partners and ensure enterprise-grade reliability, scale, and compliance.
- Contribute to the broader Microsoft voice strategy — partner with Dynamics 365 Copilot, Azure Communication Services, Teams Phone, and AI platform teams to land coherent, integrated enterprise voice experiences.
- Engage directly with strategic enterprise customers, partners, and analysts; translate insights into product bets and act as a senior voice for the contact center portfolio.
- Drive go-to-market readiness with marketing, sales, and partner teams; own the metrics that matter — adoption, usage, retention, ARR, and customer satisfaction — and the operating rhythm that moves them.
- Mentor and uplevel PMs across the organization; set the bar for product craft, customer obsession, and data-driven decision-making in the contact center space.
- Represent Microsoft externally as a recognized leader in CCaaS and contact center AI through analyst briefings, customer advisory boards, and industry events.
Benefits
- Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay
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What This Job Offers
Job Type
Full-time
Career Level
Principal
