Job Description

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 Solution 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 Senior Product Manager who will own the strategy and execution of AI-led voice capabilities to help enterprises modernize customer engagement. You will partner across engineering, design, and go‑to‑market teams to make complex voice scenarios approachable, scalable, and enterprise‑ready. Success is measured by how effectively customers adopt and trust Microsoft’s voice experiences as part of their broader contact center strategy.

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

• Lead product strategy and execution for contact center voice capabilities, including cloud telephony, IVR, and AI‑powered voice experiences, aligned to customer engagement and CCaaS market needs.
• Drive adoption and customer satisfaction by deeply understanding contact center workflows, agent and supervisor scenarios, and enterprise voice requirements across inbound and outbound experiences.
• Partner closely with engineering, design, and partner teams to deliver reliable, scalable voice solutions that integrate with broader contact center and CCaaS platforms.
• Use customer insights, telemetry, and market feedback to prioritize investments, measure success, and continuously improve voice product quality, usage, and retention.
• Act as a product leader and subject‑matter expert for contact center voice, simplifying complex scenarios, influencing cross‑team decisions, and representing the voice portfolio with customers and stakeholders.

Qualifications

Required Qualifications:

• Bachelor's Degree AND 5+ 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. 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 OR equivalent experience.
• 2+ 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
• 4+ years of experience improving product metrics in customer‑facing SaaS or CCaaS solutions, driving adoption, expanding usage, and improving retention in contact center environments.
• 4+ years of experience delivering differentiated product capabilities that compete with or disrupt established CCaaS or contact center platforms.

#BICJOBS

Product Management IC4 - The typical base pay range for this role across the U.S. is USD $119,800 - $234,700 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 $158,400 - $258,000 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.