Senior Scrum Master

Responsibilities

• Facilitate Scrum ceremonies including Sprint Planning, Daily Standups, Sprint Reviews, and Retrospectives
• Align teams, stakeholders, and business objectives to maximize customer value delivery
• Identify and remove impediments while improving team processes and workflows
• Track delivery metrics, risks, and dependencies to enable data-driven decision making
• Support backlog refinement and ensure work is properly prioritized
• Partner with Contact Center Operations, Product Owners, and Technology teams
• Facilitate cross-team dependency management and risk identification
• Coach teams and stakeholders on Agile best practices and continuous improvement

Requirements

• 10+ years of experience as a Scrum Master in Agile software development environments
• Experience supporting multiple Agile teams and managing cross-functional dependencies
• Strong experience using Agile metrics like velocity, cycle time, and lead time
• Proficiency with Agile project management tools such as Jira or Azure DevOps
• Strong communication, coaching, and conflict resolution skills
• Ability to express technical concepts clearly in English
• Understanding of CI/CD, DevOps, and software development lifecycle

Preferred Qualifications

• Experience supporting Contact Center technology teams
• Experience supporting Agile transformations or organizational change initiatives
• Experience working in distributed or multicultural teams