Overview
The Business & Industry Copilots group is a rapidly growing organization that is responsible for the Microsoft Dynamics 365 suite of products, Power Apps, Power Automate, Dataverse, AI Builder, Microsoft Industry Solutions and more. Microsoft is considered one of the leaders in Software as a Service in the world of business applications, and this organization is at the heart of how business applications are designed and delivered.
Microsoft is transforming customer engagement with Dynamics 365 Contact Center, delivering AI-powered, omnichannel experiences at enterprise scale. We are looking for a Principal Product Manager to own the multi-year strategy, vision, and roadmap for AI-led voice capabilities — shaping how enterprises modernize customer engagement on Microsoft. You will set the direction for cloud telephony, IVR, real-time voice AI, and post-call analytics; influence the broader Microsoft voice portfolio across Dynamics 365 Copilot, Azure Communication Services, and Teams Phone; and represent Microsoft to strategic customers, partners, and analysts. Success is measured by the depth of customer adoption and trust in Microsoft's voice experiences, the differentiation of our portfolio versus established CCaaS leaders, and the bar you set for product craft across the team.
Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
Responsibilities
Responsibilities include:
- Own a defined area of the multi-year strategy, vision, and roadmap for AI-led voice in Dynamics 365 Contact Center — define the bets, sequencing, and competitive differentiation for your pillar, in partnership with peers who own the rest of the voice portfolio.
- Lead end-to-end product execution within your area across cloud telephony, IVR, real-time voice AI, and/or post-call analytics; drive delivery through senior engineering and design partners and ensure enterprise-grade reliability, scale, and compliance.
- Contribute to the broader Microsoft voice strategy — partner with Dynamics 365 Copilot, Azure Communication Services, Teams Phone, and AI platform teams to land coherent, integrated enterprise voice experiences.
- Engage directly with strategic enterprise customers, partners, and analysts; translate insights into product bets and act as a senior voice for the contact center portfolio.
- Drive go-to-market readiness with marketing, sales, and partner teams; own the metrics that matter — adoption, usage, retention, ARR, and customer satisfaction — and the operating rhythm that moves them.
- Mentor and uplevel PMs across the organization; set the bar for product craft, customer obsession, and data-driven decision-making in the contact center space.
- Represent Microsoft externally as a recognized leader in CCaaS and contact center AI through analyst briefings, customer advisory boards, and industry events.
Qualifications
Required/Minimum Qualifications:
Bachelor's Degree in Computer Science or related technical field AND 6+ years technical engineering experience with coding in languages including, but not limited to, C, C++, C#, Java, JavaScript, or Python
- OR equivalent experience.
Preferred/Additional Qualifications:
Bachelor's Degree AND 8+ years experience in product/service/program management or software development
- OR equivalent experience
- OR Bachelor's Degree AND 12+ years experience in product/service/program management or software development
- OR equivalent experience.
4+ 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
6+ years of experience improving product metrics in customer‑facing SaaS or CCaaS solutions, driving adoption, expanding usage, and improving retention in contact center environments.
6+ years of experience delivering differentiated product capabilities that compete with or disrupt established CCaaS or contact center platforms.
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Product Management IC5 - The typical base pay range for this role across the U.S. is USD $142,800 - $274,800 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $188,000 - $304,200 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay
This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about **requesting accommodations.**