Scrum Master

Job Summary

We are seeking an expert-level Scrum Master to lead agile delivery for a first-of-its-kind production build of an agentic AI customer-care capability, encompassing agentic voice response and agent-assist functionality. This is a high-visibility, full-time contract engagement (estimated 12–18 months) supporting a matrixed squad of internal IT and business stakeholders alongside third-party delivery partners. The role demands a seasoned practitioner who can establish agile norms from the ground up, drive a Kanban-to-scrum transition, and maintain delivery momentum across a complex, multi-vendor program with active dependencies on contact-center telephony modernization and cloud environment build-out. This is not a ceremony-facilitation role — it requires deep backlog engineering, cross-organizational dependency resolution, executive-grade communication, and the coaching presence to raise team maturity in an organization actively transitioning from a project model to a product model.

Responsibilities

• Run the full scrum cadence — sprint planning, daily stand-up, backlog refinement, sprint review, and retrospective — across a mixed squad of internal and third-party delivery partner resources

• Own and operate the Jira board, transitioning it from Kanban to a sprint-based configuration as the team moves from requirements gathering into active build

• Partner with the Product Owner to decompose epics and features into sprint-ready, estimable, and testable stories, maintaining end-to-end traceability from business and technical requirements through to delivered increments

• Identify, manage, and drive cross-party dependencies and blockers to closure with named owners and committed dates, spanning telephony migration, cloud landing zone provisioning, SI onboarding, environment access, and architecture review gates

• Produce and maintain delivery metrics including velocity, burndown, throughput, blocker aging, defect and escape trends, and readiness assessments against phase gates and go/no-go criteria

• Maintain sprint and story hygiene that supports capital versus O&M discipline, ensuring preliminary, development, and training activities remain separable and auditable

• Facilitate daily stand-up and work blockers to closure with named owners across Xcel and delivery partner contacts

• Attend and translate outputs from recurring business and technical requirements gathering sessions into actionable backlog items

• Coach squad members and stakeholders on product-model ways of working, establishing team norms, definition of ready, definition of done, and working agreements for a newly formed team

• Partner with the Project Manager and PMO on charter, governance, RAID, and portfolio reporting without duplicating those roles

• Produce and maintain sprint cadence and delivery calendar, groomed and prioritized Jira backlog, sprint reports, dependency and blocker log, and a release and increment plan aligned to proof-of-value, build, go-live, and hypercare phases

• Facilitate large-group working sessions and design workshops, both in-person and virtual, with mixed audiences of up to 20 or more participants

Skills

• Expert-level scrum mastery with demonstrated ability to lead full delivery cycles from discovery through production deployment

• Advanced Jira and Confluence proficiency, including board configuration, workflow design, story hierarchies, dependency linking, filters, dashboards, and independent delivery reporting

• Kanban-to-scrum transition experience, with the ability to stand up sprint structures and reporting from an existing Kanban workflow

• Multi-vendor delivery facilitation, with proven success managing dependencies and resolving blockers across organizational and contractual boundaries

• Backlog engineering and traceability, including the ability to convert epics and features into estimable, testable stories and maintain requirement-to-story-to-release traceability suitable for audit and regulatory review

• Experience delivering agile programs involving AI, ML, conversational AI, voice or IVR, CCaaS, CRM, or billing and CIS platforms

• Comfort with non-deterministic system behavior, tuning and evaluation cycles, and acceptance criteria based on quality thresholds rather than binary pass/fail outcomes

• Servant leadership with the backbone to hold internal stakeholders and vendors to commitments without formal authority

• Executive-grade written and verbal communication skills, with the ability to produce concise, structured updates for Director and VP-level audiences

• Conflict resolution and neutrality, with the ability to mediate between business, IT, and vendor perspectives

• Agile coaching and teaching capability, with experience building product-model literacy in teams and stakeholders new to agile ways of working

• Comfort operating in ambiguous environments where vendor, tooling, and governance decisions are still in progress

• Bias for follow-through, ensuring every blocker is tracked to closure with a named owner and a committed date

• Familiarity with internal-use software capitalization discipline (ASC 350-40 or FERC) and structuring sprint scope to keep capital and O&M effort separable (preferred)

• Awareness of regulated-industry compliance constraints such as TCPA recording, PII handling, and customer communication requirements (preferred)

• Exposure to enterprise voice, IVR, and cloud contact-center ecosystems and cloud environment provisioning workflows (preferred)

Experience

• 10 or more years of total technology delivery experience, with a minimum of 7 years as a dedicated, full-time Scrum Master (5 years is the absolute minimum and treated as an exception)

• At least two enterprise-scale software builds carried from discovery through production deployment in a dedicated Scrum Master capacity

• At least one engagement in a regulated industry such as utilities, financial services, healthcare, or telecommunications

• At least one first-of-a-kind technology build where no established delivery pattern existed

• Demonstrated experience standing up a new squad inside an organization transitioning from a project model to a product model (preferred)

• Background progression through business analysis, QA leadership, or delivery lead roles prior to a dedicated Scrum Master track is strongly preferred

Qualifications

• Certified Scrum Professional–ScrumMaster (CSP-SM) or Professional Scrum Master II or III (PSM II/III) required; entry-level CSM or PSM I alone does not meet the bar

• SAFe Scrum Master (SSM or SASM) accepted as a secondary credential where scaled delivery experience is relevant

• Agile coaching credential (ICP-ACC) or Kanban Management Professional (KMP) preferred

• Bachelor's degree preferred; equivalent professional experience accepted

The closing date for applications for this job posting is 9/6/2026.

Should you require any accommodations in responding to this job posting or at any stage during the application process, kindly e-mail : xcelenergyprogramoffice@magnitglobal.com

Salary : $76 - $102