You will lead multi-year product initiatives across teams, shaping strategy and development for agentic supervision and ACD to improve customer service. Working with external customers and internal teams—including engineering, design, data science, marketing, sales, and customer success—you will drive delivery, adoption, and satisfaction. You’ll set the vision and roadmap for AI innovation, influence a large global team of developers, PMs, FDEs and designers, and work with organizational leaders…
Responsibilities
We are looking for a Principal Product Manager (individual contributor) to join our Dynamics 365 Contact Center team. the growing demand for Agentic Supervision, intelligent routing, and advanced analytics in contact centers). Define evals and integrate evaluation frameworks into the development process - making continuous “AI evals” a foundation for testing and validating AI functionalities before and after launch. Competitive Analysis & Market Leadership: Perform ongoing competitive analysis to understand the CCaaS market landscape, including both traditional contact center platforms and emerging AI-powered competitors. Engage directly with key customers and early adopters to gather feedback on features understanding their evolving needs and success metrics. Evangelize our product's AI capabilities to customers, partners and public forums. Define and track key performance metrics (e. Collaborate with the broader organization to accelerate the adoption of advanced AI capabilities in Dynamics 365 Contact Center. Develop programs or frameworks for AI adoption to help customers successfully implement features. Able to translate AI capabilities into customer-facing features and measurable business impact. Experience defining and tracking product metrics, conducting experiments or A/B tests, and adjusting strategy based on quantitative and qualitative feedback.
Required Qualifications
Bachelor's degree in Computer Science Engineering, or a related field (or equivalent experience). Advanced Education: MBA or advanced degree in a relevant field. Scale & Domain Experience: Previous experience driving strategic initiatives for AI-powered or SaaS products serving thousands of globally dispersed users. Direct experience in the contact center, customer service, or CRM industry is a strong plus, as is familiarity with contact center metrics and operational workflows. Deep AI/ML Expertise: In-depth knowledge of generative AI, large language models, or other advanced machine learning technologies in enterprise contexts. Hands-on experience with AI-based product features (such as chatbots, speech recognition, predictive analytics, or intelligent automation) and understanding of how to drive their successful adoption in a product.
Original Posting
This role is sourced from Microsoft. Apply on Microsoft careers page