The Microsoft Digital Contact Center platform is a comprehensive solution designed to help organizations manage and optimize their customer interactions across multiple channels. The Dynamics 365 Customer care application and Omnichannel services are at the center of the Digital Contact Center Platform. D365 customer service is one of the market leaders in the customer engagement segment. It provides a unified and integrated environment for managing customer engagements across various channels such as voice, chat, email, social media, and more. It enables organizations to deliver consistent and personalized interactions throughout the customer journey, regardless of the channel chosen by the customer. It empowers customer service teams to provide exceptional customer experience with the help of cutting-edge generative AI tools. By leveraging customer data and insights, it enables organizations to deliver personalized experiences and contextually relevant interactions. The platform offers intelligent routing and automatic call distribution (ACD) capabilities to ensure that customer inquiries are directed to the most appropriate agent or team based on skills, availability, workload and much more.

　　Are you looking to build Software as a Service (SaaS) applications to enable our business customers to undertake their journeys of digital transformation with Microsoft Digital Contact Center Platform. Our team builds the experiences and services that powers this platform. Our team innovates quickly and works closely with our partners and customers in an agile, high-energy environment. If the opportunity to collaborate with diverse engineering teams, on enabling end-to-end business scenarios using cutting-edge technologies and to solve challenging problems for large-scale 24x7 business SaaS applications excite you, please come and talk to us!

　　Responsibilities

　　We are seeking a highly skilled and experienced Senior Product Manager to join our Dynamics 365 Customer care applications team. In this role, you will be responsible for building next generation user experiences infused with artificial intelligence. You will work closely with external customers and internal cross-functional teams, including developers, business analysts, consultants, and stakeholders, to ensure successful project delivery and customer satisfaction. You will be responsible for defining the roadmap in your areas and deliver customer value impacting many customers. You will be directly influencing a team of 20 + developers, product managers, and designers. As a Senior Product Manager, you will drive:

　　Product Leadership: Provide strong leadership and guidance to the product team throughout the entire lifecycle, from ideation to go-to-market

　　Product Planning: Develop comprehensive product plans, including scope, schedule, and resource allocation, ensuring alignment with customer expectations and organizational objectives

　　Stakeholder Management: Build and maintain effective relationships with key stakeholders, including customer representatives, internal teams, ensuring open communication and collaboration

　　Requirements Gathering: Listen to market signals, collaborate with customers and partners to understand their requirements, translate them into clear deliverables

　　Risk and Issue Management: Identify, assess, and manage risks and issues, developing mitigation strategies and contingency plans in collaboration with engineering leaders to deliver success

　　Specifications: Provide functional and non-functional inputs for product development. Define success KPIs and monitor success

　　Communication and Reporting: Develop pitches, and surface progress, and risks to key stakeholders through effective reporting mechanisms and presentations

　　Product Evangelization: Be the voice of the product in internal and external forum

　　Qualifications

　　The ideal candidate is an experienced product manager with:

　　Excellent communication and presentation skills, with the ability to effectively articulate complex concepts and influence stakeholders at all levels

　　Strong analytical and problem-solving skills, with the ability to gather and interpret data, identify insights, and make data-driven decisions

　　Experience working with cross-functional teams and stakeholders in a global and matrixed organization

　　Passion for technology, innovation, and creating exceptional customer experiences

　　Entrepreneurial mindset, possess a high energy level to react to situations quickly and decisively, possessing self-confidence to be assertive when taking a position, not afraid to make decisions

　　Motivation to work with and leverage internationally distributed development teams

　　A bachelor’s degree in engineering with a MBA from premier business schools is preferred with 5+ years of experienceas a product manager, preferably in an online service

　　Prior experience in contact center or CRM industry is a plus

　　Strong track record of driving successful product strategies, launches, and business outcomes

　　Deep understanding of product management methodologies and frameworks, with the ability to apply them effectively in a fast-paced and dynamic environment

　　Strong leadership skills with the ability to motivate and inspire teams towards a shared vision and goals

　　Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .