Job Description
The Scrum Master will support ongoing enhancements to the existing enterprise Genesys platform. This onshore role is responsible for driving disciplined Agile execution across voice, IVR, routing, CTI, and API integration updates, ensuring predictable delivery, strong team velocity, and minimal disruption to production operations. The Scrum Master will partner closely with the Product Owner, Business Analyst, QA, and engineering teams across a blended onshore and offshore model.
Key Responsibilities:
• Facilitate Agile ceremonies including sprint planning, daily stand ups, backlog refinement, sprint reviews, and retrospectives
• Drive delivery of enhancements to IVR flows, routing strategies, queues, CTI integrations, and API connections
• Remove impediments and proactively manage risks impacting release timelines
• Ensure clear alignment between product backlog priorities and engineering execution
• Track sprint metrics including velocity, burn down, and defect trends to ensure predictable delivery
• Coordinate release planning and support production deployment readiness
• Promote continuous improvement and Agile best practices across the team
• Partner with QA and support teams to ensure smooth transition into production and post release stabilization
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
Required Skills & Experience
• 6 to 10 years of experience in Agile delivery roles, including Scrum Master experience
• Experience supporting contact center or telephony platform enhancements preferred
• Strong understanding of Agile methodologies and delivery governance
• Experience working across onshore and offshore delivery teams
• Strong facilitation, communication, and stakeholder management skills
• Experience supporting production environments with regular release cycles
Nice to Have Skills & Experience
Experience with Genesys Cloud or Genesys Engage environments
Healthcare, payer, or provider industry experience
Experience working in regulated environments including HIPAA
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.