Contact Center Scrum Master

Contact Center Scrum Master
 
What You’ll Do: 
 
• Act as lead Scrum Master on Contact Center project
• Multiple years of experience in running Agile development across the SDLC including User Story authoring, Story point estimation & Sprint planning, Development management, and Project Management Tools
• Experience in Test-driven development and Scrum methodologies in an Agile project
 
The Team
 
The Contact Center practice is part of Deloitte’s Customer Strategy and Applied Design offering. It focuses on advising, implementing, and operating contact centers operations and technology to elevate the human experience in a digital world.  The Contact Center practice achieves this by helping our clients discover, design, and implement tailored contact center operations and telephony solutions.  We bring knowledge and solutions to uncover the behaviors, motivations and preferences of our clients’ customers and develop new experiences for them.  We are a matrix organization where we align various resource groups to deliver and provide high quality services.
 
We deliver set of customer solutions:
 
 
 
• Operations| Help clients understand the many disciplines of contact center operational strategy by showing our expertise in planning, building, and operating contact centers in a stand-alone or network environment.  
 
 
 
• Engineering | Help clients build, improve, redesign, or stand up contact centers using technologies that engage customers and drive growth.  Our engineers and architects work with the latest technologies and vendors to deliver integrated enterprise-wide Contact Center/Telephony solutions. Deloitte solutions are focused on delivering fully integrated platforms that include integrated CRM, ERP and Legacy Backend Systems to support Omni-Channel capabilities (e.g., Voice, Email, Chat, Web Collaboration, SMS, Mobile Applications, Web Portals and Social Media).
 
Qualifications
 
Required:
 
• 3+ years of Scrum Master Experience
• 1+ years’ experience on a Contact Center/Call Center project
• Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.
Ability to travel up to 50% (While 50% of travel is a requirement of the role, due to COVID-19, non-essential travel has been suspended until further notice.)
 
 
Preferred:
 
• Bachelor's Degree
• Cisco, Avaya, or Genesys product knowledge
• SAFe Certified
• Salesforce integration experience
• Excellent verbal and written communication skills

 

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