Cisco Voice Solution / Service

Cisco Voice Solution / Service – Call Center Scrum Master

Role Summary:
The Scrum Master will support Agile delivery for Cisco-based Contact Center and Voice solutions, coordinating development, engineering, testing, operations, and business teams to ensure timely delivery of contact-center enhancements and services.

Key Responsibilities:

• Lead Scrum ceremonies including daily stand-ups, sprint planning, backlog refinement, reviews, and retrospectives.
• Coordinate delivery acrossCisco UCCE/PCCE, CVP/IVR, Finesse, CUCM, CUBE/SIP and related contact-center platforms.
• Partner with Product Owners, Voice Engineers, IVR developers, application teams, and business stakeholders to manage priorities and dependencies.
• Track sprint commitments, risks, blockers, defects, releases, and production readiness.
• Facilitate resolution of cross-team technical and operational issues.
• Support change/release management and continuous service improvement.
• Maintain Agile metrics, dashboards, RAID items, and executive status reporting.

Qualifications:

• 5+ years in IT/technology delivery, including3+ years as Scrum Master/Agile Lead.
• Experience supportingCisco Voice/Contact Center or UC environments strongly preferred.
• Working understanding of UCCE/PCCE, CVP/IVR, Finesse, CUCM and SIP/voice technologies.
• Experience withJira and/or Azure DevOps, Agile/Scrum methodologies and enterprise change management.
• Strong stakeholder, vendor, technical-team coordination and communication skills.
• CSM/SAFe certification preferred; ITIL knowledge desirable.