Scrum Master - Contact Center Technology

Scrum Master

Location: 4910 Tiedeman Road, Brooklyn Ohio

The Scrum Master partners with the Product Owner, business stakeholders, and development team to deliver business value by facilitating Agile events, promoting team collaboration, and supporting continuous improvement. This role focuses on enabling self-organization, removing impediments, and ensuring adherence to KeyBank's Agile (Continuous Delivery) framework.

This role includes responsibility for supporting backlog refinement and requirement clarity by partnering with stakeholders to define, analyze, and validate business needs. The Scrum Master operates autonomously, demonstrates Key leadership competencies, and leads cross-functional team members toward common outcomes and execution.

The role requires strong analytical and problem-solving skills to resolve complex challenges, ensure effective tracking and reporting of activities using Agile tools such as Jira and Confluence, and meet project budget, schedule, scope, and risk targets. The Scrum Master understands the business model and the impact of sprint execution on business outcomes, effectively communicates delivery progress and risks, and fosters a culture of continuous improvement and team development.

Essential Functions

• Facilitate Agile ceremonies (Sprint Planning, Daily Stand-ups, Reviews, Retrospectives)
• Support both Sprint-based and Kanban delivery models
• Lead backlog refinement sessions and actively drive requirement clarity with Product Owner and stakeholders
• Elicit, analyze, and document business and functional requirements
• Translate business needs into clear user stories with well-defined acceptance criteria
• Ensure backlog items meet Definition of Ready, with complete functional and business context prior to sprint commitment
• Remove impediments and external distractions to keep the team focused
• Promote Agile principles and continuous improvement
• Perform impact analysis and validate requirements to ensure alignment with business objectives
• Act as a bridge between business and technology teams to resolve requirement gaps and ambiguities
• Monitor team performance and track/report activities using Jira and Confluence
• Identify risks and issues, perform impact analysis, and manage resolution
• Foster collaboration across business, product, and technology stakeholders
• Ensure compliance with KeyBank policies and procedures
• Participate in the Continuous Delivery Community of Practice
• Performs other duties as assigned

Education

• Bachelor's Degree (preferred) OR equivalent experience (required)

Work Experience

• 3+ years Scrum Master or Agile delivery experience (required)
• Minimum 2+ years of experience in Business Analysis, requirement management, or related role (required)

Licenses and Certifications

• Certified Scrum Master (CSM) (required)

Skills

• Solid understanding of Scrum and Kanban principles
• Strong Business Analysis skills, including requirement elicitation, decomposition, and documentation
• Ability to translate business needs into detailed, actionable user stories and acceptance criteria
• Experience leading backlog refinement and ensuring backlog readiness
• Skilled in leading Agile ceremonies and facilitating cross-functional collaboration
• Proficient with Jira and Confluence
• Strong analytical and problem-solving skills to resolve complex issues
• Ability to perform impact analysis and prioritize work effectively
• Excellent communication skills to bridge business and technical teams
• Ability to drive clarity in ambiguous situations and ensure alignment
• Demonstrates leadership competencies and fosters team growth
• Builds strong relationships and promotes a collaborative, self-organizing team culture

Core Competencies

All KeyBank employees are expected to demonstrate Key's Values and sustain proficiency in identified Leadership Competencies.

Work Location Category

Hybrid (2+ days)

COMPENSATION AND BENEFITS

This position is eligible to earn a base salary in the range of $80,000.00 - $150,000.00 annually. Placement within the pay range may differ based upon various factors, including but not limited to skills, experience and geographic location. Compensation for this role also includes eligibility for incentive compensation which may include production, commission, and/or discretionary incentives.

Please click here for a list of benefits for which this position is eligible.

Key has implemented an approach to employee workspaces which prioritizes in-office presence, while providing flexible options in circumstances where roles can be performed effectively in a mobile environment.

KeyCorp is an Equal Opportunity Employer committed to sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, pregnancy, disability, veteran status or any other characteristic protected by law.

Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing View email address on click.appcast.io.