Principal Product Manager - Dynamics 365 Contact Center at Microsoft

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

06 Mar, 26

Salary

0.0

Posted On

06 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Product Management, Generative AI, Customer Engagement, Technical Support, Prototyping, AI Applications, Software Development, Customer Service, Microsoft Technology Stack, Data Analysis, Analytical Thinking, Problem Solving, Collaboration, Documentation, Mentorship, Conversational UX

Industry

Software Development

Description

Overview Are you excited to shape the future of customer engagement with cutting-edge AI? 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 centers. In this role, you’ll transform state-of-the-art AI technologies and Microsoft’s modern collaboration suite into production-grade solutions that enable millions of users to collaborate more efficiently and deliver exceptional customer experiences. 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 In this role, you will work directly with the strategic customers to deliver the Dynamics 365 Contact Centers end-to-end focusing on getting the Generative AI features . In this role you will” Deeply embed with our most strategic customers and serve as the primary point of contact for ideation and building the Contact Center applications Roll up your sleeves and directly create solutions for customers though building hands-on prototypes or providing strategical guidance. Help to configure, deploy, and enable these solutions within customer environments. Lead technical support during initial projects to ensure successful implementations and mentor Microsoft and customer technical teams towards self-sufficiency Work closely with product management colleagues and engineering to turn learnings into the roadmap Capture real-world learnings and scale them across Microsoft by contributing to documentation, educating internal deployment teams, and enabling partners. Qualifications Required Qualifications: Bachelor's Degree in Computer Science, Engineering, Supply Chain, or related field AND 3+ years experience in technical program/product management, coding, software development/delivery work OR equivalent experience. 2+ years of customer-facing experience. 2+ years of experience building/designing AI applications stacks and agents, including use of conversational UX, agent frameworks, and platforms like GPT and Copilot Other Requirements: Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter. Preferred Qualifications: Bachelor's Degree AND 8+ years’ experience in product/service/program management or software development in Contact Center or Customer Service space. Track record of success in planning and delivering Contact Center/Customer Service solutions in the real customer environments Have industry experience in programming languages like Python or JavaScript. Have built and/or delivered prototypes using Azure, Dynamics 365 Products AI, Azure Own problems end-to-end and are willing to pick up whatever knowledge you're missing to get the job done Hands-on experience or solid familiarity with the Microsoft technology stack (Dynamics 365 Customer 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) Experience presenting product and technology topics in-depth to executive and technical audiences Aptitude for analytical thinking, disciplined problem solving, and data analysis skills used to identify the root cause of issues Embrace diversity of thoughts and backgrounds and lead others to do the same #BICJOBS #GenerativeAI #AIApplications #ConversationalAI #AzureOpenAI #Copilot 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.

Responsibilities

The Principal Product Manager will work directly with strategic customers to deliver end-to-end Dynamics 365 Contact Centers, focusing on Generative AI features. Responsibilities include creating solutions, leading technical support, and collaborating with product management and engineering teams.