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 Forward Deployed Engineer to drive the design, development, and deployment of generative AI-powered contact center solutions. In this role, you will help transform state-of-the-art AI technologies and Microsoft’s modern collaboration platform into production-ready solutions that enable millions of users to work more efficiently and deliver exceptional customer experiences.

We are looking for a Principal Product Manager to join us!

You will work directly with our top customers across both pre-sales and deployment, helping them envision, design, and implement Dynamics 365 Contact Center solutions in their own environments. Your responsibilities will include building solutions hands-on, educating customers and partners on implementation best practices, and accelerating successful adoption from initial concept through go-live.

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

• 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 AND 8+ 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.

Preferred Qualifications:

• Bachelor's Degree AND 8+ years experience in product/service/program management or software development in Contact Center or Customer Service space.

• 2+ years of experience building/designing AI applications stacks and agents, including use of conversational UX, agent frameworks, and platforms like Claude, GPT and Copilot.

• Track record of success in planning and delivering Contact Center/Customer Service solutions in the real customer environments.

• 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, Azure, 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.

#BICJobs

Product Management IC5 - The typical base pay range for this role across the U.S. is USD $139,900 - $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.