Scrum Master - Voice Services/ Contact Center

Job Title: Scrum Master - Voice Services/ Contact Center

Location: Chicago, IL - Remote

Duration: 12+ Months

JD:

• The Scrum Master/Program Manager serves as both strategic project driver and servant leader for the Scrum Team and ART (Agile release train).
• Solid understanding of the work being delivered and a proactive approach to guiding it through its completion.
• The Voice Services program operates with an operations-first mindset, meaning support and operational work take priority over project-related initiatives.
• The Scrum Master / Program Manager must balance these priorities while maintaining Agile discipline and delivery momentum.

Key Responsibilities

• Lead Pre-PI Planning Activities: Coordinate feature development in Easy Agile, Jira, and Aha; facilitate capacity planning; and document/manage dependencies through documentation and meetings.
• Drive PI planning Execution: Support teams in drafting stories and PI objectives, aligning stories to sprints, and managing 15-20 projects per PI (per team)
• Facilitate Scrum and ART Ceremonies: Lead Sprint Planning, Daily Stand-ups, Sprint Refinement, ART Sync, Mini ART Sync and other one-off meetings.
• Support and collaborate with the Product Owner regarding backlog refinement and prioritization.
• Monitor and Communicate Team Progress: Use Agile metrics such as velocity in Jira to track progress and provide visibility.
• Report progress on PI objectives and features including % completed, blockers, defects, vendor issues, and other relevant updates.
• Manage operational Workload: Ensure a 20-30% buffer each sprint for support and operational tasks.
• Identify and remove impediments to team progress.

Thanks & Regards.