Principal Product Manager - Dynamics 365 Contact Center

Principal Product Manager - Dynamics 365 Contact Center

United States, Washington, Redmond

Job description

Company and benefits

Job number

200056608

Date posted

Sep 25, 2026

Work site

3 days / week in-office

Travel

Less than 25%

Profession

Product Management

Discipline

Product Management

Role type

Individual Contributor

Employment type

Full-Time

Overview

Be part of a culture that celebrates excellence and drives innovation where success is a shared journey. In this Principal Product Manager role for Dynamics 365 Contact Center, you sit at the intersection of artificial intelligence, customer experience, and business outcomes. You help contact centers transform how they serve customers, moving from reactive support to intelligent, proactive, and efficient experiences at scale. You operate with true surface-area ownership, setting direction, making the hardest prioritization calls, and seeing your decisions land across millions of customer interactions.

You lead cross-divisional initiatives across multiple feature areas, shaping the long-term vision and strategy for contact center solutions grounded in deep customer insight, competitive and market research, and alignment with Microsoft’s broader business goals. You translate that vision into a coherent roadmap, weaving together product architecture, artificial intelligence capabilities, and user journeys to deliver breakthrough experiences for both agents and customers. You are the person the team relies on to hold the bar on whether the product truly changes how contact centers run, not just how they demo.

At Microsoft, our mission to empower every person and every organization on the planet to achieve more guides how we partner with customers to deliver trusted, impactful solutions. With a growth-mindset culture, we innovate responsibly and measure success by shared progress, people, teams, and customers. Join us to do meaningful work that changes the world and helps shape what’s next for everyone.

Responsibilities

• Lead cross-divisional initiatives across multiple contact center feature areas, defining success criteria, long-term vision, and product strategy based on customer needs, market and user research, and the competitive landscape.
• Translate product vision into a comprehensive roadmap for Dynamics 365 Contact Center, crafting detailed user stories and integrated scenarios that leverage artificial intelligence as a core differentiator.
• Provide expert guidance on long-range investment opportunities and prioritization, evaluating tradeoffs and setting portfolio-level Objectives and Key Results in partnership with cross-organizational stakeholders.
• Drive collaboration with engineering, data science, design, and partner teams to design, validate, and scale artificial intelligence-driven capabilities that improve resolution, efficiency, and customer satisfaction while meeting quality, security, and compliance standards.
• Deeply engage with strategic customers and customer communities to gather feedback, understand complex contact center scenarios, and convert insights into product improvements, deprecation decisions, and new opportunities that accelerate adoption and business impact.

Qualifications

Required Qualifications:

• Bachelor's Degree AND 10+ years experience in product/service/program management or software development
• OR equivalent experience.

Other Requirements:

• Ability to meet Microsoft, customer and/or government security screening requirements are required for this role.