Senior Product Manager

Microsoft • Redmond, WA

1d

About The Position

The Business & Industry Copilots group is a rapidly growing organization responsible for the Microsoft Dynamics 365 suite of products, Power Apps, Power Automate, Dataverse, AI Builder, Microsoft Industry Solution and more. Microsoft is a leader in Software as a Service in business applications, and this organization is central to their design and delivery. Microsoft is transforming customer engagement with Dynamics 365 Contact Center, providing AI-powered, omnichannel experiences at enterprise scale. The Senior Product Manager will own the strategy and execution of AI-led voice capabilities to help enterprises modernize customer engagement. This role involves partnering with engineering, design, and go-to-market teams to create approachable, scalable, and enterprise-ready complex voice scenarios. Success is measured by customer adoption and trust in Microsoft’s voice experiences within their broader contact center strategy. Microsoft's mission is to empower every person and organization to achieve more, fostering a culture of inclusion, respect, integrity, and accountability.

Requirements

• Bachelor's Degree AND 5+ 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.
• These requirements include but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.

Nice To Haves

• Bachelor's Degree AND 8+ years experience in product/service/program management or software development OR equivalent experience.
• 2+ 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
• 4+ years of experience improving product metrics in customer‑facing SaaS or CCaaS solutions, driving adoption, expanding usage, and improving retention in contact center environments.
• 4+ years of experience delivering differentiated product capabilities that compete with or disrupt established CCaaS or contact center platforms.

Responsibilities

• Lead product strategy and execution for contact center voice capabilities, including cloud telephony, IVR, and AI‑powered voice experiences, aligned to customer engagement and CCaaS market needs.
• Drive adoption and customer satisfaction by deeply understanding contact center workflows, agent and supervisor scenarios, and enterprise voice requirements across inbound and outbound experiences.
• Partner closely with engineering, design, and partner teams to deliver reliable, scalable voice solutions that integrate with broader contact center and CCaaS platforms.
• Use customer insights, telemetry, and market feedback to prioritize investments, measure success, and continuously improve voice product quality, usage, and retention.
• Act as a product leader and subject‑matter expert for contact center voice, simplifying complex scenarios, influencing cross‑team decisions, and representing the voice portfolio with customers and stakeholders.

What This Job Offers

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