Scrum Master-Contact Center Technology

Key Responsibilities
and Activities:

·       
Manage
each project’s scope and timeline

·       
Coordinate
sprints, daily stand-ups, planning, execution, and retrospective meetings

·       
Responsible
for resources capacity allocations and management

·       
Coach
team members on Agile frameworks

·       
Facilitate
communication and effective collaboration with internal and external teams

·       
Be
the point of contact for external communications (e.g., from customers or
stakeholders)

·       
Ensure
project goals are accomplished and in line with business objectives

·       
Work
with product owners to handle backlogs and new requests

·       
Resolve
conflicts and remove obstacles that occur

·       
Help
teams implement changes effectively

·       
Ensure
deliverables are up to quality standards at the end of each sprint

·       
Guide
development teams to higher scrum maturity

·       
Help
build a productive environment where team members ‘own’ the product and enjoy
working on it

·       
Ensures
the team is properly trained and staffed to handle the projected workload, both
from an internal staffing and external staffing support

·       
Analyze
project proposals to determine time frame, funding limitations and appropriate
process for accomplishing projects

·       
Implement
project communications including project steering committee meetings and
periodic status reports

·       
Manage
project risks & issues and track mitigation plans

·       
Direct
and coordinate activities of project personnel to ensure project delivers on
schedule and within budget.

·       
Manage
project governance framework and co-ordinate with supporting functions like
Change, Release, Business etc. for on-time delivery

·       
Ensure
project artifacts are up-to date via tools like JIRA and Confluence

Qualifications

• A minimum of 8+ years’
  experience performing Scrum Master or Project Management role

·       
Excellent
knowledge of Scrum techniques and artifacts (such as definition of done, user
stories, automated testing, backlog refinement)

• PMP/ Prince 2 or any
  Agile Certification is an advantage
• Experience in Business Analysis, Solution
  Architecture or Software Development
• Experience with Lean
  concepts and applying them in a technology environment
• Experience handling
  external partner relationships and contract staff
• Excellent interpersonal
  and organization skills
• Excellent written and oral
  communication skills, including the ability to speak and write about
  technical issues for both technical and non-technical audiences
• Demonstrated ability to
  set and meet goals, asses’ resource needs, develop schedules, monitor, and
  communicate status, and develop processes and procedures
• Ability to take
  ambiguity and clarify for self and others