Senior Scrum Master, IT Platform Engineering

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. Senior Scrum Master, IT Platform Engineering Mexico (Virtual)This recruitment process will be conducted in English. To ensure a timely review, please submit your resume in English.Role Overview: Drive delivery excellence across mission-critical IT platforms that enable secure access, resilient infrastructure, and scalable network performance for a global organization. This role shapes how Identity and Access Management, cloud infrastructure, and networking teams operate, ensuring faster, more predictable outcomes that directly improve internal productivity and system reliability. Own the evolution of Agile delivery across multiple teams while influencing enterprise-wide standards through the Scrum Master Center of Excellence. Partner with engineering and business leaders to align priorities, reduce delivery friction, and unlock measurable efficiency through AI-assisted workflows and modern tooling. Gain visibility into enterprise-scale initiatives and play a key role in advancing delivery maturity, innovation, and cross-functional collaboration.Key Responsibilities:Lead Agile delivery across multiple concurrent teams, ensuring consistent execution of sprint planning, standups, reviews, retrospectives, and backlog refinementDrive alignment and delivery outcomes across Identity and Access Management, cloud infrastructure, and networking initiatives by managing dependencies and reducing cross-team frictionShape and evolve the Scrum Master Center of Excellence by mentoring peers, standardizing practices, and advancing Agile maturity models across the organizationChampion adoption of AI-driven delivery tools to improve backlog quality, automate reporting, and increase team efficiency with measurable impactPartner with engineering leaders, architects, and business stakeholders to ensure backlogs are well-defined, prioritized, and aligned to strategic outcomesImprove delivery predictability and performance by analyzing metrics such as velocity, cycle time, and throughput, and coaching teams on data-driven improvementsFacilitate program-level planning activities, including quarterly planning and scaled Agile events, to ensure alignment across teams and initiativesSurface risks, technical debt, and delivery constraints early, providing actionable recommendations to leadershipBuild domain understanding in IAM, cloud infrastructure, and networking to proactively identify risks and enable more effective stakeholder communicationDevelop and maintain Agile playbooks, documentation, and onboarding materials to support consistency and scalability of delivery practicesRequired Qualifications:5+ years of experience as a Scrum Master or Agile Coach supporting multiple teams in complex environmentsStrong facilitation, conflict resolution, and stakeholder management capabilities across technical and business audiencesWorking knowledge of IT infrastructure, identity and access management, or networking conceptsExperience using Agile tools such as Jira and Confluence, along with reporting and metrics dashboardsExposure to AI-enabled delivery tools or automation platforms and demonstrated interest in driving adoptionExcellent written and verbal communication skills with the ability to influence without direct authorityBachelor’s degree or equivalent practical experiencePreferred Qualifications:Experience supporting security, identity, infrastructure, or networking engineering teams in enterprise environmentsFamiliarity with ServiceNow workflows and integration with Agile delivery processesExperience contributing to Agile maturity frameworks or establishing Center of Excellence governance models Working at GenesysAI 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.L