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.
96,800.00 - $125,300.00
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 www.genesys.com.
Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.
You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.
This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.
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.
