Scrum Master

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

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Job Description
Job Title: Scrum Master
Department & Team: GO-TO-MARKET IT APPLICATIONS
Reports to: Jenny Wang
Location: Virtual Office (Ontario)
Summary:
IT Scrum Master – GTM Function

About the Job

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by delivering exceptional customer and employee experiences. Through Genesys Cloud , the #1 AI-powered experience orchestration platform, Genesys enables organizations of all sizes to deliver empathetic, personalized experiences at scale.

With more than 6,000 employees globally, we foster a culture rooted in empathy, collaboration, and ownership . While we offer benefits comparable to large technology companies, we provide the opportunity to make a meaningful impact, influence outcomes, and take true ownership of your work.

Join us and help shape the future of customer experience.

Role Overview

We are seeking an experienced IT Scrum Master – GTM Function to join our IT Go-to-Market (GTM) organization at Genesys. This role will support cross-functional IT delivery teams focused on but not limited to Sales, Marketing, L2C transformation, and other GTM platform initiatives , enabling consistent, high-quality execution across complex, multi-system environments.

As a Scrum Master, you will facilitate Agile delivery , coach teams on Agile and SAFe practices, remove impediments, and help teams deliver value predictably. You will partner closely with Product Owners, Business Stakeholders, Architects, and Engineering teams to drive alignment, execution discipline, and continuous improvement.

This role requires someone comfortable operating at both the team level and program level , balancing delivery commitments, dependencies, and stakeholder expectations in a fast-paced GTM landscape.

Key Responsibilities

• Facilitate and coordinate Agile Scrum execution for IT GTM product and delivery teams

• Lead and coach teams on Agile, Scrum, SAFe, and Kanban practices

• Facilitate core Scrum ceremonies, including:

  • Sprint Planning

  • Daily Stand-ups

  • Sprint Reviews

  • Retrospectives

• Partner with Product Owners to support backlog readiness, prioritization, and refinement aligned to GTM objectives

• Drive predictable sprint execution , velocity management, and delivery commitments

• Identify, track, and proactively remove impediments, risks, and dependencies

• Support cross-team coordination across GTM initiatives (e.g., Salesforce, Zuora, Workday, platform, L2C)

• Promote a culture of continuous improvement , accountability, and transparency

• Track and report key delivery metrics (velocity, throughput, predictability, quality)

• Communicate delivery status, risks, and dependencies clearly to IT and business stakeholders

• Ensure adherence to Agile standards , governance expectations, and delivery best practices

• Act as a servant leader and change agent , helping teams navigate ambiguity and scale Agile effectively

Required Qualifications

• Bachelor's degree in Engineering, Computer Science, or a related field (or equivalent experience)

• 5+ years of experience as a Scrum Master or Agile Delivery Lead

• Strong hands-on knowledge of Agile Scrum principles and practices

• Experience working in enterprise IT environments supporting GTM or customer-facing platforms

• Proven ability to facilitate Agile ceremonies and coach teams toward maturity

• Strong communication, facilitation, and stakeholder-management skills

• Experience working with cross-functional teams (IT, Product, Business, QA, Architecture)

Preferred Qualifications

• Scrum certification (CSM, PSM, or equivalent)

• SAFe certification (preferred) and/or Kanban certification

• Hands-on experience with Jira and Confluence

• Experience supporting Salesforce or other GTM systems

• Experience working in scaled Agile or SAFe environments

• Ability to manage multiple teams, dependencies, and priorities simultaneously

What Success Looks Like

• Teams deliver predictably and consistently against GTM priorities

• Agile ceremonies are effective, focused, and value-driven

• Risks and impediments are identified early and resolved quickly

• Strong partnerships exist between IT delivery teams and business stakeholders

• Teams continuously improve velocity, quality, and collaboration

This is an active opening at Genesys. We use Artificial Intelligence to support the hiring process, but every application is reviewed by our Talent Acquisition team, looking beyond keywords to focus on your experience and potential.

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate's experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.  

Employee Referrals:

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit 

Reasonable Accommodations:

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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.