Scrum Master, IT 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. Scrum Master IT 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 the effectiveness and impact of two critical IT domains by enabling agile delivery across Enterprise Tools and Platforms and Operations and Reliability, with a strong emphasis on advancing AIOps capabilities. This role influences how automation, monitoring, and self-healing solutions are delivered at scale, improving system resilience and operational efficiency for internal stakeholders. At Genesys , we are redefining how organizations deliver seamless, empathetic experiences through AI-powered innovation, and this role directly contributes to that mission by accelerating high-quality delivery. You will partner closely with engineering and operations leaders to shape execution, remove friction, and ensure alignment with strategic priorities. This position offers visibility into enterprise-level initiatives and the opportunity to expand expertise in AI-driven operations and modern delivery practices. Key Responsibilities: Lead agile ceremonies across multiple IT teams to drive consistent, high-quality delivery outcomes and continuous improvement Own the end-to-end facilitation of backlog health, ensuring prioritization aligns with automation, monitoring, and AIOps-driven impact Drive visibility into delivery performance by analyzing me