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About the role
Lead cross-divisional initiatives across multiple contact center feature areas, defining success criteria, long-term vision, and product strategy based on customer needs, market and user research, and the competitive landscape. Translate product vision into a comprehensive roadmap for Dynamics 365 Contact Center, crafting detailed user stories and integrated scenarios that leverage artificial intelligence as a core differentiator.
More about this role
Lead cross-divisional initiatives across multiple contact center feature areas, defining success criteria, long-term vision, and product strategy based on customer needs, market and user research, and the competitive landscape. Translate product vision into a comprehensive roadmap for Dynamics 365 Contact Center, crafting detailed user stories and integrated scenarios that leverage artificial intelligence as a core differentiator. Provide expert guidance on long-range investment opportunities and prioritization, evaluating tradeoffs and setting portfolio-level Objectives and Key Results in partnership with cross-organizational stakeholders. Drive collaboration with engineering, data science, design, and partner teams to design, validate, and scale artificial intelligence-driven capabilities that improve resolution, efficiency, and customer satisfaction while meeting quality, security, and compliance standards. Deeply engage with strategic customers and customer communities to gather feedback, understand complex contact center scenarios, and convert insights into product improvements, deprecation decisions, and new opportunities that accelerate adoption and business impact....
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