Microsoft Dynamics 365 Contact Center is looking for a Principal Product Manager to drive the strategy, vision, design, development, and deployment of generative AI-powered contact centers, transforming AI technologies and Microsoft's collaboration suite into production-grade solutions for efficient collaboration and exceptional customer experiences.
Requirements
- 2+ years of experience building/designing a Contact Center/Customer Service space and/or AI applications stacks and agents, including use of conversational UX, agent frameworks, and platforms like GPT and Copilot
- Track record of success in planning and delivering Contact Center/Customer Service solutions in the real customer envirionments
- Have industry experience in programming languages like Python or Javascript.
- Have built and/or delivered prototypes using Azure, Dyanmcis 365 Products AI, Azure
- Hands-on experience or solid familiarity with the Microsoft technology stack (Dyanmcis 365 Cusotemr Service and Contact Center, 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)
- Aptitude for analytical thinking, disciplined problem solving, and data analysis skills used to identify the root cause of issues
Responsibilities
- Define and drive product vision and strategy across a full stack of collaborators—from customers to engineers and researchers.
- Partner closely with engineering to prioritize the roadmap, deliver high-impact features, and solve complex problems with clarity and creativity.
- Translate customer insights and strategic goals into actionable plans that guide engineering execution and product iteration
- You will partner closely with senior customer stakeholders to align on desired business outcomes.
- You’ll translate business outcomes into a technical plan, run day-to-day execution
- Rapidly prototype and iterate on innovative solutions tailored to customer needs.
- Help to configure, deploy, and enable these solutions within customer environments.
Other
- 8+ years experience in product/service/program management or equivalent experience
- Ability to meet Microsoft, customer and/or government security screening requirements are required for this role.
- Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.
- Own problems end-to-end and are willing to pick up whatever knowledge you're missing to get the job done
- Experience presenting product and technology topics in-depth to executive and technical audiences
