Scrum Master - IVR Contact Center - Short Term Contract

Overview

Remote
Hybrid
$55 - $58 per annum
Contract - W2
Contract - Independent
Contract - 3-4 Months

Skills

CSM
Scrum Master
IVR
Genesys
Contact Center
Sprint
Backlog
Retrospective

Job Details



Job Title: Scrum Master - IVR Contact Center - Short Term Contract
Work Location: 100% Remote in the US
Time Zone / Working Hours: EST / CST
Duration: 3+ months
Compensation: $58 / hour W2



ABOUT OUR CLIENT / ABOUT THIS ROLE


Medix is currently seeking a Scrum Master who has prior experience within the IVR / Contact Center Technology space. Our client is an organization in the process of implementing Genesys Cloud for their Contact Center. They are seeking this Scrum Master to facilitate a team of IVR Developers who are focused on building out a backlog of requests for AI chatbot functionality with the platform.


This is a short-term contract (3 months, through the end of 2025) that has an opportunity to extend longer-term. The work location is 100% remote in the US, working CST hours.


Candidates must be permanently authorized to work in the US, on a W2 basis with Medix, without the need for visa sponsorship now or in the future.



RESPONSIBILITIES



  • Serving as a Technical Scrum Master on an IVR / Contact Center Development team

  • Focusing the team towards the execution and delivery of a backlog of development requests.

  • Managing the delivery of IVR-related technical projects.

  • Working closely with IVR engineers, telephony teams, and system integrators to ensure a seamless implementation.

  • Bringing Agile maturity to the team, helping to seamlessly facilitate through scrum ceremonies - sprint planning, stand-ups, retrospectives, backlog refinements, reviews

  • Working with both JIRA and ServiceNOW SPM's Agile module to track and manage progress, manage risks and dependencies, and escalate issues

  • Executing and delivering the scope of work

  • Tracking and reporting team metrics and KPIs with leadership


REQUIRED QUALIFICATIONS



  • 7-10 years of professional experience

  • 5+ years as a Scrum Master over Technology Development / Product Engineering teams

  • CSM Certified (A-CSM Preferred)

  • Required - prior experience with IVR / Contact Center Technologies - Genesys, Twilio, Avaya, NICE, etc.



For California Applicants:


We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance (FCIHO), Los Angeles Fair Chance Ordinance for Employers (ULAC), The San Francisco Fair Chance Ordinance (FCO) , and the California Fair Chance Act (CFCA).


This position is subject to a background check based on its job duties, which may include patient care, working with vulnerable populations, access to financial and confidential information, driving, working with heavy machinery, or working in a warehouse or laboratory environment. Due to these job duties, this position has a significant impact on the business operations and reputation, as well as the safety and well-being of individuals who may be cared for as part of the job position or who may interact with staff or clients.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.