Scrum Master (Contact Center Operations, Rally) | 2 openings | TELECOMMUTE

100% TELECOMMUTE

Description: The ideal candidate will be an experienced scrum master that will oversee and guide the work for technical teams supporting contact center telephonic outreach. The scrum master will be responsible for ensuring team members follow and improve process, agile practices, adhere to priorities, facilitate meetings, eliminate blockers, and provide guidance on Rally software usage.

Responsibilities:
• Organize and lead project related meetings with customers, development staff, and sponsor level staff
• Partner with stakeholders to enable successful prioritization, development, and delivery of capabilities
• Identify duration, effort, sequence, and dependencies of tasks required to meet applicable objectives
• Monitor and document project milestones and outcomes throughout the project lifecycle
• Identify and remove obstacles and impediments that may prevent the team from achieving its goals
• Ensure that controls are identified and operationalized to allow benefit tracking and reporting
• Produce project status, quality management, budget, and operational reporting
• Implement contingency and recovery plans when milestones are missed
• Identify root causes of substandard outcomes and recommend appropriate resolutions
• Review work performed by others and provide recommendations for improvement
• Coach and mentor team members on agile methodologies and Rally software platform best practices
• Act as a servant leader for the team, promoting collaboration, communication, and continuous improvement
• Attend functional team meetings and help to identify and close gaps in process and handover of work between teams
• Lead stand-up meetings as needed for the technical teams and assist in product roadmap and sprint planning
• Participate in product planning and development activities by providing feedback on product requirements and user stories
• Help design, implement, and enforce the usage of team documentation libraries and process documentation
• Coordinate testing and training activities with other business and IT teams
• Help produce PowerPoint presentations for team meetings and leader presentations

Required Qualifications:
• 5+ years of experience as a scrum master or managing projects with 10 or more resources
• 3+ years of experience with Broadcom's Rally Software (formerly CA Agile Central)
• Excellent communication and interpersonal skills
• Ability to build relationships and influence stakeholders at all levels
• Experience working in or supporting contact center operations
• Ability to adapt to an environment with frequent organizational changes and ad hoc priorities
• Advanced skills in Microsoft PowerPoint and experience generating material for senior leaders
• Proficient in Microsoft Outlook, Word, Excel, Visio, OneNote, Teams, and SharePoint

Preferred Qualifications:
• Certified Scrum Master (CSM) or Agile Coach (ACC)
• PMP or PMI Certified
• Familiarity with Genesys contact center products (Genesys Cloud, PureConnect, Engage)

Required Skills : Scrum Master
Additional Skills : Agile Coach