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Principal Product Manager
Full-time
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. You will work directly with top customers across both pre-sales and deployment, helping them envision, design, and implement Dynamics 365 Contact Center solutions in their own environments.
Responsibilities
Embed with strategic customers and serve as the primary point of contact for ideation and building Contact Center applications.
Create solutions hands-on by building prototypes or providing strategic guidance.
Configure, deploy, and enable solutions within customer environments.
Lead technical support during initial projects and mentor Microsoft and customer technical teams toward self-sufficiency.
Work closely with product management and engineering to turn learnings into the roadmap.
Capture real-world learnings and scale them across Microsoft through documentation and enablement.
Required Qualifications
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.
Preferred Qualifications
8+ years experience in product/service/program management or software development in the Contact Center or Customer Service space.
2+ years building/designing AI application stacks and agents, including conversational UX, agent frameworks, and platforms like Claude, GPT, and Copilot.
Track record delivering Contact Center/Customer Service solutions in real customer environments.
Hands-on experience with the Microsoft technology stack (Dynamics 365, Azure, M365 Copilot, Copilot Studio, Azure OpenAI, Microsoft Teams extensibility, etc.).
Technical depth with generative AI and large language models (LLMs).
Experience presenting product and technology topics to executive and technical audiences.
