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 metrics such as velocity, cycle time, and predictability, enabling data-informed decisions
• Guide quarterly planning processes, aligning team execution with broader platform and operational strategy
• Identify and resolve delivery blockers, enabling seamless coordination across teams and accelerating time to value
• Contribute to the Scrum Master Center of Excellence by sharing insights and adopting scalable best practices across the organization
• Champion the adoption of AI-assisted delivery tools to streamline workflows, reduce manual overhead, and enhance reporting accuracy
• Partner with product owners and engineering leaders to ensure backlog items are clearly defined, estimated, and aligned with business outcomes
• Coordinate release and deployment activities for enterprise platforms, ensuring minimal disruption and high reliability
• Maintain accurate and transparent delivery artifacts within Jira, Confluence, or equivalent tools to support collaboration and accountability

Required Qualifications:

• 3+ years of experience as a Scrum Master, supporting multiple agile teams concurrently
• Strong foundation in Agile and Scrum principles with demonstrated ability to apply them in complex IT environments
• Experience with Agile delivery tools such as Jira and Confluence
• Proven ability to collaborate with technical stakeholders across IT operations, platform engineering, or enterprise tooling environments
• Familiarity with AI-assisted tools that support delivery, reporting, or workflow automation
• Strong organizational, facilitation, and communication skills
• Bachelor’s degree or equivalent practical experience

Preferred Qualifications:

• Certified ScrumMaster (CSM) or equivalent Agile certification
• Exposure to AIOps practices, including monitoring, alerting, and automated remediation
• Experience with ServiceNow or similar enterprise IT service management platforms

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.

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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 reasonable.accommodations@genesys.com.

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.