Scrum Master

Senior Scrum Master

Role Overview

We are looking for a Scrum Master who can foster high-performing teams, drive continuous improvement, and enable successful delivery through Agile practices. The ideal candidate is a servant leader who helps teams remove impediments, improve collaboration, and create an environment where teams can consistently deliver value.

Key Responsibilities

• Facilitate Scrum ceremonies, including Sprint Planning, Daily Standups, Sprint Reviews, and Retrospectives.

• Understand modern software delivery practices such as CI/CD, DevOps, quality engineering, and platform engineering.

• Align teams, stakeholders, and business objectives to maximize customer value delivery.

• Identify and remove impediments while continuously improving team processes, workflows, and delivery effectiveness.

• Track delivery metrics, risks, and dependencies while enabling data-driven decision making.

• Support backlog refinement and ensure work is properly prioritized and understood.

• Foster a culture of accountability, transparency, and continuous learning.

• Drive Agile maturity and continuous improvement across teams and the broader organization.

• Partner with Contact Center Operations, Product Owners, and Technology teams to align sprint objectives with customer experience, agent productivity, and operational goals.

• Facilitate cross-team dependency management across Contact Center, Digital, CRM, and Backend teams.

• Drive risk identification, dependency tracking, and escalation management to proactively address issues impacting sprint or release commitments.
• Coach teams and stakeholders on Agile best practices and continuous improvement.

Required Qualifications

• +10 years of experience working as a Scrum Master in Agile software development environments.

• Experience supporting multiple Agile teams and managing cross-functional dependencies.

• Strong experience using Agile metrics and team health indicators to improve predictability and delivery effectiveness.

• Preferred experience supporting Contact Center technology teams
• Strong understanding of Scrum principles, Agile methodologies, and servant leadership.
• Experience facilitating Agile ceremonies for cross-functional teams.

• Ability to identify and remove blockers while managing stakeholder expectations.

• Strong communication, coaching, and conflict resolution skills.

• Experience working closely with Product Owners, Engineering Managers, and development teams.

• Familiarity with Agile metrics such as velocity, cycle time, lead time, and predictability.

• Experience using Agile project management tools such as Jira, Azure DevOps, or similar platforms.

• Experience supporting multiple Agile teams simultaneously.

• Experience working in distributed or multicultural teams.

• Understanding software development lifecycle and engineering practices.
• Experience supporting Agile transformations or organizational change initiatives.

Working Style

• Strong communication skills: able to clearly express ideas and technical concepts in English

• Proactive mindset: takes initiative to identify and solve problems without waiting for direction

• Ownership and accountability: treat tasks and systems with a sense of responsibility and follow-through

• Collaborative attitude: works well in cross-functional, multicultural teams

• Adaptability: comfortable navigating ambiguity and evolving priorities

• Attention to detail: mindful of quality, security, and system reliability

• Continuous learner: keeps up with evolving AI tools and best practices

• Customer-oriented thinking: prioritizes business impact and end-user experience