Senior 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.

Job Description
Job Title: Senior Scrum Master
Department & Team: IT Infrastructure
Reports to: Johanna South
Location: Brazil
Summary:

Genesys IT Infrastructure team is seeking a Senior Scrum Master with deep technical and business acumen to lead, coach, and optimize multiple Agile teams. The ideal candidate has extensive experience driving Agile consistency, ensuring predictable, quality-focused delivery, and leveraging data and metrics to improve execution. This role requires a combination of thought leadership, execution expertise, and stakeholder influence to foster a high-performing Agile environment. Further, this role includes coaching and leading the teams you work with through an Agile transformation; assisting everyone involved with understanding the core principles of Agile, scaling best practices and continuously improving the agile ways of working of the teams.

What This Role Isn’t: This isn’t a passive role. You will need to take initiative, identify and solve problems, and drive measurable improvements. Beyond facilitation and coaching, this role requires active execution of Agile best practices, tracking team performance, and ensuring continuous improvement.

What You’ll Bring to the Table

As a Senior Scrum Master, you will need:

• Expertise in driving Agile consistency across teams, ensuring adherence to Agile frameworks while adapting to organizational needs.

• Expertise in Agile scaling practices with focus on cross-team dependencies and impediment management.

• Strong experience in predictable, quality-focused delivery, implementing Agile best practices that balance speed with excellence.

• Proficiency in Agile metrics, reporting, and forecasting, using data to drive accountability, transparency, and team improvements, not just at the team level, but also at the program (team of teams) level

• Ability to build highly predictable delivery cycles through backlog management, team velocity tracking, and capacity planning.

• Strong stakeholder management, effectively collaborating with leadership, Product Owners, and development teams to align business priorities.

• Excellent communication and coaching skills, mentoring teams and Scrum Masters on Agile principles, servant leadership, and value delivery.

• Proficiency with JIRA, Confluence, and Agile dashboards to track execution, identify bottlenecks, and ensure continuous delivery improvements.

Key Responsibilities:

• Ensure Agile process consistency across 3 teams, standardizing workflows, backlog management, and sprint execution for predictable delivery.

• Drive quality-focused execution by embedding Agile best practices, Definition of Done (DoD), and

Continuous Integration/Continuous Deployment (CI/CD) principles.

• Take end-to-end ownership of Agile team delivery, managing scope, priorities, schedules, risks, and progress tracking.

• Optimize Agile execution using metrics, tracking sprint velocity, cycle time, lead time, and defect rates to drive continuous improvement both at team and program level.

• Lead an Integrated planning event to help with cross-team planning and dependency identification

• Coach teams to leverage data for decision-making, ensuring Agile maturity and increasing delivery predictability.

• Partner with Product Owners to improve backlog prioritization and planning, ensuring strategic alignment and value-driven outcomes.

• Proactively identify and mitigate risks, ensuring teams deliver on commitments while maintaining flexibility to pivot when needed.

• Foster a culture of continuous improvement, leading retrospectives with actionable insights to improve team efficiency.

• Collaborate across teams to align Agile practices at the program level, ensuring smooth coordination in scaled environments.

Requirements:

• 7+ years of experience delivering Agile software solutions as a Scrum Master, with at least 3 years in a senior role.

• Proven track record of ensuring Agile process consistency, improving team delivery predictability, and using metrics to optimize execution.

• Expertise in Agile forecasting, velocity tracking, and capacity planning to improve delivery accuracy.

• Strong background in Agile Scrum framework.

• Proficiency in Atlassian products (JIRA, Confluence) and experience creating Agile dashboards and writing JQLs to monitor execution health.

• Experience integrating DevOps metrics into Agile workflows to drive better collaboration and delivery efficiency.

• Strong problem-solving and decision-making skills with the ability to influence cross-functional teams and leadership.

• Certifications preferred: PMI-ACP, Certified Scrum Professional (CSP-SM), SAFe Advanced Scrum Master (SASM), or equivalent.

• Previous experience in IT Infrastructure a plus; technical understanding of IT concepts a must.

• Bachelor’s degree in a related field or equivalent experience.

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

About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries 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, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

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Genesys is an equal opportunity employer committed to equity 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.