Senior Scrum Master and Project Coordinator

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.

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.

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.