Job Description

Scrum Master

Our client seeks a Scrum Master to support Voice and Chat channel delivery teams. The role will manage end-to-end sprint execution in Aha!, facilitate ceremonies, remove impediments, maintain process integrity, and deliver clear performance reporting. The Scrum Master will partner with Product Owners, internal technical teams, and vendors to keep delivery predictable and continuously improve outcomes.

Responsibilities:

• Own end-to-end sprint management for Voice and Chat teams in Aha!, from planning through close.
• Facilitate backlog grooming, sprint planning, daily standups, sprint reviews, and retrospectives with time-boxed, outcome-focused sessions.
• Ensure consistent flow of features through defined scrum processes, addressing gaps and bottlenecks before they impact delivery.
• Partner with Product Owners to maintain prioritized backlogs with clear acceptance criteria and dependencies.
• Serve as primary escalation point for impediments and drive timely resolution.
• Measure, analyze, and report metrics including velocity, defect leakage, throughput, quality, and cycle time.
• Run retrospectives that produce actionable improvements and track them to closure.
• Coach teams and stakeholders on Agile practices to foster continuous improvement and accountability.
• Maintain accurate, current sprint data in Aha! as a reliable source of truth.

Experience Requirements:

• 3+ years as a Scrum Master or Agile delivery lead supporting technical product or platform teams.
• Hands-on experience managing sprints and backlogs in Aha! or comparable tools such as Jira or Azure DevOps.
• Strong facilitation skills across multiple concurrent teams.
• Proven ability to define, measure, and communicate Agile metrics including velocity, defect leakage, and delivery quality.
• Ability to manage expectations and collaborate across technical teams, Product Owners, and senior stakeholders in a matrixed environment.
• Strong organizational skills and attention to detail with a track record of on-schedule delivery.
• Excellent verbal and written communication skills for leadership-ready narratives.
• Plus: experience with contact center, voice, or digital channel technologies.
• Plus: knowledge of FSAs, HSAs, commuter benefits, or other consumer-directed benefits.
• Preferred: CSM, SAFe Scrum Master, or equivalent Agile certification.

Skills, experience, and other compensable factors will be considered when determining pay rate. The pay range provided in this posting reflects a W2 hourly rate; other employment options may be available that may result in pay outside of the provided range. W2 employees of Eliassen Group who are regularly scheduled to work 30 or more hours per week are eligible for the following benefits: medical (choice of 3 plans), dental, vision, pre-tax accounts, other voluntary benefits including life and disability insurance, 401(k) with match, and sick time if required by law in the worked-in state/locality.

Job Tags

Similar Jobs