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 GENESYS
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 accelerate growth by delivering empathetic, personalized experiences at scale. Our IT End User Services function is the engine behind the employee experience — spanning service delivery, digital workplace engineering, and global operations.
ABOUT THE ROLE
This is a senior delivery leadership role sitting at the intersection of Agile expertise, facilitation, and structured project management. The Senior Scrum Master & Project Coordinator owns the end-to-end delivery discipline for IT End User Services — including the Global Employee Experience Centre (GEEC), Digital Workplace Engineering, and the AV & Collaboration team. You will run Scrum ceremonies across multiple workstreams, simultaneously coordinate projects that don't fit a pure sprint model, and serve as the resident Agile coach and advisor — shaping how teams work and how leadership thinks about delivery maturity.
This role is critical to Genesys IT's transformation: you will bring structure and Agile rigor to a function scaling its delivery capability, advise senior leadership on where Agile practices can accelerate outcomes, drive on-time delivery of infrastructure and collaboration initiatives, and act as the connective tissue between engineering teams and leadership visibility.
WHAT YOU'LL DO
Agile Delivery & Scrum Mastery
- Serve as the primary Scrum Master for two or more concurrent IT End User Services teams, including Digital Workplace Engineering and the AV & Collaboration workstream.
- Facilitate sprint planning, daily stand-ups, backlog grooming sessions, sprint reviews, and retrospectives — keeping all ceremonies time-boxed, outcome-focused, and consistently actioned.
- Coach and mentor team members and any junior Scrum Masters (current or future hires) on Agile principles, servant leadership, and continuous improvement habits.
- Run or represent teams in governance discussions and forums with other agile professionals, coordinating dependencies across GEEC, Service Experience, and Regional Operations.
- Define and track team-level delivery metrics (velocity, sprint completion rate, cycle time, impediment age) using Jira dashboards and present to leadership monthly.
- Drive retrospective outcomes through to implementation — not just capture, but close actions.
- Guide supported teams through quarterly planning activities, helping align roadmap priorities and team goals.
Agile Expertise, Coaching & Advisory
- Act as the Agile subject matter expert for IT End User Services — the go-to authority on methodology, framework selection, and delivery practice for both teams and leadership.
- Advise the Director of Digital Experience and senior IT leadership on where Agile principles or hybrid delivery models would improve throughput, predictability, or team health — with concrete recommendations, not just observations.
- Assess current Agile maturity across IT EUS teams using recognized models (e.g. Scrum Alliance Maturity Model, Agile Fluency) and develop a roadmap to close gaps over time.
- Design and deliver Agile onboarding and upskilling for new team members, ensuring consistent understanding of ceremonies, artifacts, and working agreements across all IT EUS squads.
- Guide teams through the appropriate application of Scrum, Kanban, or hybrid frameworks depending on workstream type — recognizing that infrastructure and AV delivery doesn't always map cleanly to two-week sprints.
- Partner with the GEEC and Service Experience leadership to embed Agile thinking into ITSM workflows, service intake, and continuous improvement cycles.
- Stay current on Agile industry trends, emerging frameworks, and AI-augmented delivery practices — bringing relevant insights back to the organization with practical application ideas.
Project Coordination & Management
- Lead project coordination for IT End User Services initiatives: office builds, AV deployments, endpoint refresh programs, digital workplace tooling rollouts, and Workplace platform upgrades.
- Develop and maintain project plans, RAID logs (Risks, Assumptions, Issues, Dependencies), and schedules across Agile and waterfall workstreams using tools such as Smartsheet, Microsoft Project, or Jira.
- Own stakeholder communication for assigned projects — producing concise status reports, decision papers, and executive summaries for Director and VP-level audiences.
- Coordinate vendor, contractor, and cross-functional team activities to ensure delivery milestones are met on time and within budget.
- Manage change requests, scope adjustments, and escalations with documented impact assessments.
- Support post-project reviews and lessons-learned documentation, feeding findings back into the Agile retrospective cycle.
AV & Collaboration Project Support
- Coordinate AV and collaboration technology projects including conference room builds, video-conferencing deployments, digital signage rollouts, and huddle space upgrades.
- Liaise with AV engineers, facilities teams, and external integrators to track scope, schedule, and commissioning readiness.
- Manage punch lists, room acceptance checklists, and sign-off documentation through to operational handover.
- Ensure AV project delivery aligns with the broader Digital Workplace Engineering roadmap and regional office build programs.
Governance, Reporting & Continuous Improvement
- Maintain Jira board health across assigned teams — ensuring backlog hygiene, accurate sprint configuration, and story-level definition of done.
- Contribute to the IT End User Services governance framework including intake, prioritization, and capacity planning ceremonies.
- Champion AI-assisted delivery tooling for ceremony prep, note capture, status summarization, and predictive sprint planning.
- Identify delivery risks across workstreams and present mitigation proposals to leadership.
WHAT YOU BRING
Required Qualifications
- 5+ years of experience as a Scrum Master, with at least 2 years in a senior, lead, or coaching capacity across multiple simultaneous teams.
- Demonstrated experience acting as an Agile coach or advisor — shaping how teams and leaders understand and adopt Agile practices, not just running ceremonies.
- 3+ years of direct project coordination or project management experience, owning project plans, RAID logs, schedules, and stakeholder communications.
- Demonstrated experience supporting IT infrastructure, digital workplace, or end user services environments.
- Ability to assess team Agile maturity and build a credible, actionable improvement plan without relying on external coaching resources.
- Proficiency with Jira for sprint management, backlog hygiene, and metrics dashboards.
- Proven ability to produce concise written communications for senior leadership — status reports, decision papers, and risk summaries.
- Experience facilitating Scrum ceremonies across hybrid (remote + onsite) teams across multiple time zones.
- Strong interpersonal and influencing skills — able to drive accountability and Agile adoption without direct authority.
Preferred Qualifications
- Scrum certification: Certified ScrumMaster (CSM) or Professional Scrum Master I (PSM I) required. PSM II or SAFe SM desirable.
- Project management certification: Certified Associate in Project Management (CAPM) required. PMP or PRINCE2 desirable.
- Agile coaching certification: ICP-ACC, CAC, or SAFe Practice Consultant strongly preferred.
- Experience formally assessing or benchmarking team Agile maturity and presenting findings and recommendations to leadership.
- Experience coordinating AV, facilities, or physical infrastructure projects alongside digital workstreams.
- Familiarity with ITSM frameworks (ITIL) and how they intersect with Agile delivery in an IT support context.
- Experience with AI productivity tools (meeting summarization, sprint forecasting, automated reporting).
- Exposure to SAFe (Scaled Agile Framework) or other enterprise Agile scaling approaches.
- Experience working in a global enterprise IT environment with regional stakeholders across AMER, EMEA, and APAC.
KEY SKILLS
Scrum ceremony facilitation • Agile coaching & advisory • Agile maturity assessment • Project scheduling & RAID management • Jira & agile tooling • Stakeholder communication • Risk & dependency management • AV & workplace project coordination • Leadership advisory • Continuous improvement • Cross-functional team leadership • AI-assisted delivery
BUSINESS IMPACT
- Delivers consistent sprint cadence and project discipline across IT End User Services, reducing delivery risk and improving stakeholder confidence.
- Elevates Agile maturity across IT EUS — moving teams from ceremony compliance to genuine Agile thinking, reducing reliance on external coaching over time.
- Provides leadership with an internal Agile advisory voice — enabling better-informed decisions on how work is structured, prioritized, and delivered.
- Bridges the gap between agile team execution and formal project governance — giving GEPS IT a single delivery focal point for both sprint work and capital projects.
- Accelerates AV and Digital Workplace Engineering project throughput by owning coordination overhead so engineers focus on technical delivery.
- Improves CSAT and employee experience outcomes by ensuring service delivery initiatives ship on time and with quality.
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.
- Recognized globally – Genesys is Great Place to Work®certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.
Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.
What Happens After You Apply
After you apply, here's what you can typically expect:
- Our Talent Acquisition team reviews your application with the hiring team.
- A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.
- Next, you'll meet the hiring manager and other members of the interview team.
- We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.
- After interviews are complete, our team will follow up with the final steps.
Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.
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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.
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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.
