Scrum Master (Amazon Connect/IVR) - R01558313

Brillio is one of the fastest growing digital technology service providers and a partner of choice for many Fortune 1000 companies seeking to turn disruption into a competitive advantage through innovative digital adoption. Brillio, renowned for its world-class professionals, referred to as "Brillians", distinguishes itself through their capacity to seamlessly integrate cutting-edge digital and design thinking skills with an unwavering dedication to client satisfaction.

Brillio takes pride in its status as an employer of choice, consistently attracting the most exceptional and talented individuals due to its unwavering emphasis on contemporary, groundbreaking technologies, and exclusive digital projects. Brillio's relentless commitment to providing an exceptional experience to its Brillians and nurturing their full potential consistently garners them the Great Place to Work® certification year after year.

·       We are seeking an experienced Scrum Master with a strong background in Contact Center technologies and operations to lead Agile teams in delivering high-quality solutions. The ideal candidate will facilitate Agile ceremonies, remove impediments, and ensure adherence to Scrum principles while collaborating closely with stakeholders in a dynamic contact center environment.

Agile Facilitation:

·       Guide and coach the team on Scrum practices and principles.

·       Facilitate daily stand-ups, sprint planning, retrospectives, and reviews.

·       Ensure transparency in team progress through effective use of Agile tools.

Delivery Management:

·       Collaborate with Product Owners to maintain a well-defined backlog.

·       Track and report on sprint progress, velocity, and key metrics.

·       Drive continuous improvement within the team.

Stakeholder Engagement:

·       Work closely with business stakeholders, contact center operations, and technology teams.

·       Ensure alignment between development efforts and contact center objectives.

Impediment Resolution:

·       Identify and remove blockers to ensure smooth delivery.

·       Escalate issues when necessary and proactively seek solutions.

Contact Center Expertise:

·       Understand contact center platforms (e.g., Genesys, Avaya, NICE, Five9) and integrations.

·       Support initiatives related to IVR, ACD, workforce management, and omnichannel solutions.

 

·       5+ years as a Scrum Master in Agile environments.

·       2+ years working on projects involving contact center technologies.

·       Certified Scrum Master (CSM) or equivalent.

·       Strong knowledge of Agile frameworks (Scrum, Kanban).

·       Familiarity with Jira, Confluence, or similar tools.

·       Excellent communication and facilitation skills.

 

·       Experience with cloud-based contact center solutions (e.g., Amazon Connect, Genesys Cloud).

·       Knowledge of ITIL processes and service management.

·       Exposure to customer experience (CX) initiatives and analytics.

 

·       Strong leadership and coaching abilities.

·       Problem-solving mindset with a focus on collaboration.

·       Ability to thrive in a fast-paced, dynamic environment.

Know more about Brillio : https://www.brillio.com/join-us/

PPE: https://www.brillio.com/platform-and-product-engineering/

Equal Employment Opportunity Declaration

Brillio is an equal opportunity employer to all, regardless of age, ancestry, colour, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding, and related medical conditions), and sexual orientation. 

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