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 can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
Senior Scrum Master – ServiceNow PlatformThe Senior Scrum Master supports ServiceNow platform teams by enabling effective Agile delivery, optimizing flow across multiple work streams, and driving continuous improvement in a complex, enterprise environment. This role operates beyond team-level execution, partnering with Product Owners, managers, and stakeholders to improve delivery predictability, transparency, and value realization across the ServiceNow platform.
Key Responsibilities- Facilitate Scrum and Kanban ceremonies across one or more ServiceNow platform teams.
- Support demand management, backlog refinement, and prioritization in collaboration with Product Owners and stakeholders.
- Remove delivery impediments and proactively address risks, dependencies, and constraints impacting delivery.
- Coach teams, Product Owners, and stakeholders on Agile principles, practices, and continuous improvement.
- Drive alignment across teams to improve flow, reduce bottlenecks, and manage cross-team dependencies.
- Track and communicate delivery metrics (velocity, throughput, predictability) and support data-driven decision-making.
- Prepare executive-level presentations and status reporting for platform leadership.
- Support the adoption and consistent use of Agile tools and practices (Jira, Confluence).
- Partner with platform leadership to improve ways of working and delivery governance.
- Involves regular collaboration with global teams and stakeholders across regions.
- Minimum 8+ Years of related work experience as Scrum master experience
- Proven experience as a Scrum Master or Agile Coach in enterprise environments.
- Experience supporting technology and ServiceNow platform teams.
- Strong knowledge of Scrum and Kanban frameworks and their practical application.
- Experience working with Jira and Confluence for Agile delivery and reporting.
- Ability to manage multiple teams, priorities, and stakeholders simultaneously.
- Preferred certification in Scrum CSM, PMP, or Kanban
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About Genesys:
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.
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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
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What We Do
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service℠ so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world’s leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.
