Principal Product Manager

**Overview**



The Dynamics 365 Contact Center is an enterprise grade, AI-powered, omnichannel customer engagement platform designed to assist organizations in managing and optimizing interactions across various communication channels. It offers a unified and integrated environment for handling customer engagements through voice, chat, email, social media, and other mediums, ensuring consistency and personalization throughout the customer journey. The contact center industry is experiencing significant transformation towards AI-driven, autonomous operations. Microsoft’s Dynamics 365 Contact Center is positioned at the forefront of this progress, leveraging our strengths in omnichannel CRM alongside advanced AI, cloud, and collaboration technologies to lead the Contact Center market. We are pioneering a new era of agentic AI within contact centers—transitioning from independent assistance features to a unified AI reasoning framework that supports all stages of the conta...