Sr. Scrum Master

Cyara is the global leader in AI-powered customer experience assurance, committed to eradicating bad CX. As the only unified platform for continuous testing and monitoring across voice, digital, messaging, and conversational AI channels, Cyara empowers hundreds of the world’s leading brands to optimize more than 350 million customer journeys every year. With enterprises rapidly deploying agentic AI systems that adapt, learn, and make autonomous decisions in real time, Cyara provides the assurance layer that turns pilots into production-ready deployments—testing AI agents with AI agents to catch what scripts can’t. From full journey visibility to AI governance, trust validation, and compliance, Cyara ensures every touchpoint works flawlessly and every AI interaction solves customer problems while delighting them in the process. Cyara helps businesses deliver secure, friction-free, and high-quality CX at scale.Interested to find out more about us? Check out: www.cyara.com

Agile Delivery & Team Enablement

• Lead and support multiple Scrum teams operating within a distributed Agile release model.

• Facilitate Agile ceremonies (Sprint Planning, Daily Stand-ups, Sprint Reviews, Retrospectives) with a focus on outcomes and continuous improvement.

• Ensure teams consistently deliver high-quality increments aligned with sprint and release goals.

• Partner with Product Owners to maintain well-defined, prioritized, and actionable backlogs.

• Support effective sprint planning, capacity management, and commitment reliability.

Coaching & Agile Transformation

• Coach teams on Agile principles, Scrum practices, and self-organization.

• Drive continuous improvement by guiding teams toward higher levels of Agile maturity.

• Mentor new and existing teams through adoption and scaling of Agile frameworks.

Performance Optimization & Continuous Improvement

• Monitor and improve key delivery metrics such as velocity, cycle time, throughput, and defect rates.

• Use data-driven insights to identify improvement opportunities and guide team decisions.

• Facilitate effective retrospectives that lead to measurable and sustained improvements.

• Encourage adoption of engineering best practices including CI/CD, automation, and DevOps collaboration.

Stakeholder Collaboration & Communication

• Serve as a key liaison between engineering teams, product management, and business stakeholders.

• Ensure transparency in delivery progress, risks, and dependencies.

• Facilitate cross-team coordination and alignment in multi-team environments.

• Provide regular updates and insights to leadership using meaningful Agile metrics.

Impediment Removal & Risk Management

• Identify, track, and remove impediments impacting team productivity and delivery timelines.

• Proactively manage risks, dependencies, and cross-team challenges.

• Foster a collaborative and psychologically safe team environment.

• Support conflict resolution and promote constructive team dynamics.

Agile Scaling & Community Contribution

• Collaborate with other Scrum Masters to align practices and uplift Agile maturity across the organization.

• Contribute to Agile communities of practice and continuous improvement initiatives.

• Support scaling frameworks (e.g., SAFe, LeSS, or similar) as applicable.

Success Metrics (KPIs)

• Sprint predictability and commitment reliability

• Improvement in team velocity and throughput

• Reduction in cycle time and lead time

• Defect leakage and production stability

• Team engagement and Agile maturity progression

• Stakeholder satisfaction and alignment with business goals

• 8+ years of experience in software development, including 5+ years as a Scrum Master.

• Proven experience leading multiple distributed Agile teams in complex environments.

• Strong expertise in Scrum, Kanban, and Agile methodologies.

• Demonstrated experience in coaching teams through Agile transformation and maturity growth.

• Solid understanding of software development lifecycle (SDLC) and modern engineering practices.

• Experience working in multi-team environments (50+ engineers or equivalent scale).

• Excellent communication, facilitation, and servant leadership skills.

• Strong problem-solving, conflict resolution, and organizational abilities.

• Relevant Agile certifications (e.g., CSM, PSM, ICP, PMI-ACP) preferred.

Preferred Experience:

• Experience in start-up or scale-up environments, driving organizational effectiveness.

• Hands-on experience with Jira, Bitbucket (Git), and Agile tools.

• Exposure to cloud, web, mobile, or data platforms.

• Familiarity with CI/CD pipelines and DevOps practices.

• Experience in Customer Experience (CX) or contact center technologies is an advantage.

Work Environment & Expectations:

• Work within a globally distributed engineering organization with multiple Agile teams.

• While not part of a formal on-call rotation, availability is expected to support critical production incidents (Severity 1 & 2) when required.

Role ImpactThis role plays a critical part in:

• Driving organizational Agile maturity

• Enabling high-performing, self-managed teams

• Ensuring predictable, high-quality delivery of business value

• Strengthening collaboration across engineering, product, and business functions