Scrum Master / Agile Program Lead ( Contact Center, Salesforce, Service Cloud, Avaya telephony)

Scrum Master / Agile Program Lead ( Contact Center, Salesforce, Service Cloud, Avaya telephony)

Remote - Supporting EST
Duration: 6-12 Months
Rate: Negotiable

Job Description:
The Scrum Master will serve as the Agile delivery lead for a cross-functional team, driving Scrum best practices and ensuring successful execution of initiatives supporting Client Services operations. This individual will facilitate all Agile ceremonies, remove delivery impediments, manage sprint planning and execution, and partner closely with Product Owners, Engineering, QA, Business Stakeholders, and Leadership to deliver high-quality solutions on schedule.

The ideal candidate is a Scrum expert with extensive experience leading Agile programs in complex enterprise environments. They must possess advanced Jira expertise, including backlog management, workflow configuration, dashboard creation, reporting, sprint metrics, and roadmap tracking. Experience managing dependencies across multiple teams, improving Agile maturity, and providing clear visibility into delivery health is essential. Knowledge of running projects in SAFe environment is valued. Prior experience supporting contact center or customer service technology teams, etc.) is highly preferred.

Key Responsibilities:
Lead all Scrum ceremonies including Sprint Planning, Daily Standups, Sprint Reviews, and Retrospectives.
Own Jira administration for the team, ensuring accurate backlog management, sprint execution, dashboards, reporting, and Agile metrics.
Coach teams on Scrum best practices and continuously improve Agile processes.
Identify and remove blockers while managing cross-team dependencies and delivery risks.
Partner with Product Owners to prioritize work, refine user stories, and ensure clear acceptance criteria.
Provide leadership with transparent reporting on sprint progress, velocity, capacity, risks, and program health.
Drive continuous improvement initiatives to increase team efficiency, predictability, and delivery quality.
Coordinate across multiple technical and business teams supporting Client Contact Center applications and platforms.

Preferred Qualifications:
Certified Scrum Master (CSM), PSM, or equivalent Agile certification.
5+ years serving as a Scrum Master in enterprise Agile environments including SAFe.
Expert-level proficiency with Jira and Agile reporting.
Experience supporting Contact Center technologies, CRM platforms, or customer service operations.
Excellent communication, facilitation, stakeholder management, and organizational skills.