Technical Scrum Master

Cisco

Full-time - Mid Level

Remote

Computer and Electronic Product Manufacturing

About the position

As a Technical Scrum Master within the Webex Cloud Infrastructure Platform, you will play a pivotal role in leading and empowering a scrum team dedicated to the daily operation of the Webex Contact Center Enterprise product suite. Your primary mission will be to ensure that deliverables are achieved within the committed timelines while fostering an environment that embodies agile values and principles. You will organize and facilitate agile practices, supporting the team by assessing their health, identifying blockers or impediments, and reporting risks. Your mentorship will be crucial in guiding the team on agile practices, ensuring they are well-equipped to navigate challenges and deliver high-quality results. In this role, you will coordinate sprints, stand-ups, and sprint retrospective meetings, collaborating closely with engineering owners to ensure effective backlog refinement and planning. Your leadership will help build and support a productive, safe, and enjoyable working culture, inspiring the agile team with a positive can-do attitude. You will work within a dynamic team that drives innovation and accelerates digital solutions, ultimately transforming the employee experience by prioritizing agility, quality, and security in all deliverables. You will be part of a collaborative environment where you will work with various stakeholders, including partners and customers, as well as engineering and product teams. Your ability to unlock the intrinsic motivation and potential of team members will be essential in achieving operational excellence and delivering seamless service to enterprise customers across the globe.

Responsibilities

• Lead and empower a scrum team to ensure deliverables are achieved in committed timelines.
• Organize and facilitate agile practices for the team to embody agile values and principles.
• Support the agile team by assessing team health, identifying blockers or impediments, and reporting risks.
• Mentor the team on agile practices to enhance their effectiveness and efficiency.
• Coordinate sprints, stand-ups, and sprint retrospective meetings.
• Collaborate with engineering owners to ensure effective backlog refinement and planning.
• Build and support a productive, safe, and fun working culture within the team.
• Inspire the agile team with a positive can-do attitude.

Requirements

• Bachelor's degree in Computer Science, Business, or related field.
• 5+ years of experience as a Scrum Master or Project Manager in an IT environment, including experience leading scrum teams.
• Deep passion and expertise in agility and ability to unlock the intrinsic motivation and potential of people.

Nice-to-haves

• At least 8 years of experience leading highly efficient Scrum teams with a proven track record of success.
• Knowledge of SCRUM and Agile principles; ability to manage sophisticated projects with tight deadlines.
• Experience working collaboratively to solve business problems.
• Understanding of Webex Contact Center and experience with IVR development.
• Good understanding and experience with call flows and Calabrio Call recording and WFM.
• Understanding of call dispositions and retry results.
• Good understanding of contact center technologies, including IVR, ACD, call routing, and telephony systems.

Benefits

• Medical, dental, and vision insurance coverage.
• 401(k) plan with Cisco matching contribution.
• Short and long-term disability coverage.
• Basic life insurance.
• Numerous wellbeing offerings.
• Up to twelve paid holidays per calendar year, including one floating holiday and a day off for your birthday.
• Accrual of up to 20 days of Paid Time Off (PTO) each year.
• Paid time away to deal with critical or emergency issues without tapping into PTO.
• Additional paid time to volunteer and give back to the community.
• Employee Stock Purchase Program allowing purchase of company stock.