Scrum Master (Jr/Mid Level)

Accountabilities:: Own end-to-end sprint management across Voice and Chat delivery teams, ensuring work is clearly defined, sequenced, tracked, and completed. Facilitate Scrum ceremonies including backlog grooming, sprint planning, daily standups, sprint reviews, and retrospectives. Ensure features and work items consistently follow established Scrum processes, proactively identifying gaps, bottlenecks, and deviations. Partner with Product Owners to maintain prioritized, well-groomed backlogs with clear acceptance criteria and dependencies. Act as the primary escalation point for impediments, proactively identifying blockers and driving them toward resolution. Track and analyze Agile performance metrics such as sprint velocity, throughput, defect leakage, cycle time, and delivery quality. Prepare regular performance updates and communicate delivery insights clearly to leadership and key stakeholders. Facilitate retrospectives that result in actionable improvements, tracking commitments through to completion. Coach teams and stakeholders on Agile principles and best practices while promoting transparency, accountability, and continuous improvement. Maintain accurate and current sprint information in Aha! or comparable Agile management tools, ensuring reliable visibility into delivery status. Requirements: 3+ years of experience as a Scrum Master or Agile Delivery Lead supporting technical product or platform teams. Hands-on experience managing sprints and backlogs using Aha!, Jira, Azure DevOps, or comparable Agile project management tools. Strong facilitation skills and the ability to lead effective Scrum ceremonies across multiple teams. Demonstrated ability to define, measure, analyze, and communicate Agile performance metrics, including velocity, defect leakage, and delivery quality. Proven ability to collaborate with Product Owners, technical teams, senior stakeholders, vendors, and contractors in a matrixed environment. Excellent organizational and time-management skills, with strong attention to detail and the ability to keep complex delivery activities on schedule. Strong written and verbal communication skills, with the ability to turn delivery data and status updates into clear, actionable information for leadership. Experience supporting contact center, voice, or digital channel technology teams is an advantage. Familiarity with flexible spending accounts, health savings accounts, commuter benefits, or other consumer-directed benefits is a plus. Certified ScrumMaster (CSM), SAFe Scrum Master, or an equivalent Agile certification is preferred. Benefits: Remote work opportunity. Exposure to high-impact Voice and Chat technology initiatives. Opportunity to work with cross-functional technical, product, vendor, and contractor teams. Hands-on experience with Agile delivery practices, sprint management, and performance measurement. Opportunity to develop leadership, facilitation, coaching, and continuous improvement skills. Collaborative environment focused on transparency, accountability, and delivery excellence.