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.

About the Role

Genesys is looking for a Scrum Master to support our Global Web Team. In this role, you will drive agile planning, execution, and continuous improvement across teams responsible for delivering and evolving the Genesys web experience.

This is not a traditional software development Scrum Master role. Instead, you will support a global web organization that brings together web engineering, UX/UI design, SEO, and content strategy teams to deliver scalable, high-quality digital experiences. As part of the Genesys mission to create AI-powered, orchestrated experiences, you will help establish the processes, planning, and operational rigor that enable our teams to deliver exceptional digital experiences at scale.

You will serve as the central facilitator for agile web delivery, helping teams move work efficiently from intake through launch while continuously improving workflows, documentation, collaboration, and execution.

What You'll Do

• Lead sprint planning, daily standups, backlog grooming, sprint reviews, demos, retrospectives, and other Agile ceremonies.
• Create and manage user stories, acceptance criteria, sprint plans, and delivery schedules.
• Own backlog management and prioritization in partnership with team leads.
• Coordinate intake, discovery, estimations, dependencies, handoffs, releases, and launch readiness activities.
• Track web team capacity, velocity, throughput, and delivery metrics to improve predictability and execution.
• Identify and remove blockers that impact web team productivity and delivery timelines.
• Ensure documentation remains current throughout the web delivery lifecycle.
• Maintain Asana boards, workflows, dashboards, and reporting.
• Coordinate cross-functional dependencies, including security, legal, compliance, and platform governance reviews.
• Manage CMS and web platform access requests, role architecture, and operational processes as needed.
• Support quarterly planning, roadmap execution, and ongoing prioritization efforts.
• Drive continuous improvement initiatives that increase delivery speed, efficiency, and team effectiveness.
• Promote Agile best practices and foster a culture of accountability, collaboration, and transparency across the team.
• Leverage AI-powered tools and automation to improve planning, documentation, reporting, workflow efficiency, and team productivity.
• Partner with team leads to identify opportunities for AI-enabled process improvements that accelerate delivery and reduce operational overhead.

Required Qualifications

• 4+ years of experience as a Scrum Master, Agile Project Manager, Delivery Manager, or similar role.
• Scrum certification such as CSM, PSM, or SAFe
• Experience supporting web, digital experience, UX/UI, marketing technology, content management, or customer-facing digital platform teams.
• Strong understanding of Agile methodologies, including Scrum and Kanban.
• Experience facilitating Agile ceremonies and managing backlogs, sprint planning, and delivery execution.
• Experience writing user stories and maintaining Agile documentation.
• Strong organizational skills with the ability to manage multiple priorities and workstreams simultaneously.
• Experience using Asana, Jira, Confluence, or similar project management and collaboration tools.
• Excellent communication, facilitation, and problem-solving skills.
• Ability to work effectively with globally distributed teams across multiple time zones.
• Interest in applying AI and automation to improve operational efficiency and delivery outcomes.

Preferred Qualifications

• Experience supporting enterprise websites or large-scale digital experiences.
• Familiarity with content management systems and web publishing platforms.
• Experience working with web engineering, UX/UI design, SEO, content strategy, and digital marketing teams.
• Experience leveraging generative AI tools to improve project management, documentation, workflow automation, or team productivity.
• Experience operating in a remote-first or global organization.

#LI-PR1

#LI-Hybrid

Working at Genesys

• AI 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.

Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

What Happens After You Apply

After you apply, here's what you can typically expect:

• Our Talent Acquisition team reviews your application with the hiring team.
• A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.

• Next, you'll meet the hiring manager and other members of the interview team.
• We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.
• After interviews are complete, our team will follow up with the final steps.

Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.

Stay Connected

Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.

Get notified about relevant opportunities.

Be the one building what's next - where AI, experience and impact come together.

Employee Referral

If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.

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.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at [email protected].

You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.

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.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.