Genesys
Scrum Master
About this role
Be the one building AI-powered experiences where they matter most. At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships. Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day. ## About the Role Every sprint that ships depends on someone keeping ceremonies structured, blockers visible, and Jira data trustworthy. Without that, planning drifts, standups run long without resolving anything, and status reports stop reflecting what teams shipped. The Scrum Master owns that day-to-day discipline for one or more Platform teams, especially teams still building their agile habits, so the team can focus on delivery instead of process friction. WHAT YOU'LL DO Ceremony Facilitation
- Facilitate sprint planning, daily standups, sprint reviews, and retrospectives for assigned teams, keeping sessions time-boxed and outcome-focused.
- Support charter reviews and team kickoffs, helping new or forming teams set working agreements and delivery expectations.
- Document ceremony decisions and action items so commitments carry over cleanly between sprints. Team Support & Impediment Removal
- Support teams new to agile in applying Scrum mechanics day to day, resolving confusion before it slows delivery.
- Identify and escalate blockers quickly enough that they don't carry over into the next sprint.
- Encourage open retrospectives and follow through on improvement commitments until they're implemented. Jira & Delivery Tracking
- Maintain Jira boards and backlog health for assigned teams, keeping stories current and sprints configured correctly.
- Track and report team-level delivery metrics (velocity, sprint completion rate, open impediments) using Platform-standard Jira dashboards.
- Give stakeholders concise, accurate delivery status updates based on what the team completed. AI-Assisted Support
- Use AI-assisted tools to support ceremony prep, note capture, and status reporting, cutting down manual admin work. ## What You Bring Required Qualifications
- 2+ years working as a Scrum Master or in an agile delivery support role within a technology team.
- Working knowledge of Scrum principles and ceremonies, with experience running or co-facilitating them.
Preferred Qualifications
- Scrum certification (CSM, PSM I, or equivalent).
- Experience supporting technology teams in Software Engineering, IT infrastructure, or enterprise environments.
- Comfort with AI productivity tools or interest in applying automation to reduce repetitive work.
- Experience working within an organization with established agile standards. ## Key Skills
- Scrum ceremony facilitation
- Jira sprint and backlog management
- Impediment identification and escalation
- Stakeholder communication and status reporting
- Retrospective facilitation ## Business Impact
- Builds consistent delivery habits in teams new to agile, improving sprint predictability over time.
- Keeps delivery moving by resolving day-to-day blockers before they stall a sprint.
- Gives Platform leadership accurate, current delivery visibility through disciplined Jira hygiene and status reporting. Working Hours- 3:00 PM-12 PM IST Working at Genesys
- AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
- A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
- Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
- Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.