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.

Senior Scrum Master, IT Platform 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 delivery excellence across mission-critical IT platforms that enable secure access, resilient infrastructure, and scalable network performance for a global organization. This role shapes how Identity and Access Management, cloud infrastructure, and networking teams operate, ensuring faster, more predictable outcomes that directly improve internal productivity and system reliability. Own the evolution of Agile delivery across multiple teams while influencing enterprise-wide standards through the Scrum Master Center of Excellence. Partner with engineering and business leaders to align priorities, reduce delivery friction, and unlock measurable efficiency through AI-assisted workflows and modern tooling. Gain visibility into enterprise-scale initiatives and play a key role in advancing delivery maturity, innovation, and cross-functional collaboration.

Key Responsibilities:

• Lead Agile delivery across multiple concurrent teams, ensuring consistent execution of sprint planning, standups, reviews, retrospectives, and backlog refinement
• Drive alignment and delivery outcomes across Identity and Access Management, cloud infrastructure, and networking initiatives by managing dependencies and reducing cross-team friction
• Shape and evolve the Scrum Master Center of Excellence by mentoring peers, standardizing practices, and advancing Agile maturity models across the organization
• Champion adoption of AI-driven delivery tools to improve backlog quality, automate reporting, and increase team efficiency with measurable impact
• Partner with engineering leaders, architects, and business stakeholders to ensure backlogs are well-defined, prioritized, and aligned to strategic outcomes
• Improve delivery predictability and performance by analyzing metrics such as velocity, cycle time, and throughput, and coaching teams on data-driven improvements
• Facilitate program-level planning activities, including quarterly planning and scaled Agile events, to ensure alignment across teams and initiatives
• Surface risks, technical debt, and delivery constraints early, providing actionable recommendations to leadership
• Build domain understanding in IAM, cloud infrastructure, and networking to proactively identify risks and enable more effective stakeholder communication
• Develop and maintain Agile playbooks, documentation, and onboarding materials to support consistency and scalability of delivery practices

Required Qualifications:

• 5+ years of experience as a Scrum Master or Agile Coach supporting multiple teams in complex environments
• Strong facilitation, conflict resolution, and stakeholder management capabilities across technical and business audiences
• Working knowledge of IT infrastructure, identity and access management, or networking concepts
• Experience using Agile tools such as Jira and Confluence, along with reporting and metrics dashboards
• Exposure to AI-enabled delivery tools or automation platforms and demonstrated interest in driving adoption
• Excellent written and verbal communication skills with the ability to influence without direct authority
• Bachelor’s degree or equivalent practical experience

Preferred Qualifications:

• Experience supporting security, identity, infrastructure, or networking engineering teams in enterprise environments
• Familiarity with ServiceNow workflows and integration with Agile delivery processes
• Experience contributing to Agile maturity frameworks or establishing Center of Excellence governance models

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.