Job Description

Scrum Master | Hybrid - Charlotte, NC

We are in search of a seasoned Scrum Master with robust project management capabilities and proficiency in Power BI to support our Contact Center IT team. The successful candidate will be instrumental in implementing Agile methodologies, overseeing projects, and utilizing data visualization to promote ongoing improvement.

Primary Responsibilities:

• Facilitate Scrum ceremonies, including sprint planning, daily stand-ups, sprint reviews, and retrospectives.
• Guide teams operating within SCRUM and KANBAN frameworks.
• Collaborate with external teams to devise solutions and eliminate obstacles.
• Coordinate tasks, releases, and technical changes, ensuring clear communication with IT teams and CCO leadership.
• Develop and manage JIRA boards to oversee project deliverables.
• Assist the product owner in articulating business objectives.
• Report team progress to leadership during Sprint reviews and other meetings.
• Work closely with the Product Owner to maintain alignment.
• Design, develop, and sustain Power BI dashboards for KPI tracking and reporting.
• Mentor the team on Agile principles and practices, ensuring compliance with the Scrum framework.
• Oversee project timelines, resources, and deliverables using project management tools and methodologies.
• Identify and resolve impediments to team progress, fostering a culture of continuous improvement.
• Develop and maintain Power BI dashboards and reports to monitor team performance and project metrics.
• Collaborate with stakeholders to gather requirements and ensure alignment with business goals.
• Facilitate communication between the development team and product owner.
• Mentor team members on Agile practices and support their professional development.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related discipline.
• Certified Scrum Master (CSM) or equivalent certification.
• Experience in Agile leadership and developing technological solutions. Experience with Contact Center solutions for Voice is advantageous.
• At least 3 years of experience as a Scrum Master, project manager, or similar role in an IT setting.
• Strong project management skills; PMP certification is preferred.
• Expertise in Power BI for creating dashboards and reports.
• Experience with contact center technologies and IT support teams.
• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict resolution skills.
• Familiarity with Agile project management tools (e.g., Jira, Trello).

Preferred Skills:

• Understanding of the ITIL framework and IT service management principles.
• Previous experience in a Contact Center environment.
• Experience with cloud technologies (e.g., AWS, Azure).
• Familiarity with contact center platforms and technologies.
• Knowledge of data analysis and statistical concepts.

Skills, experience, and other compensable factors will be considered when determining pay rate. The pay range provided in this posting reflects a W2 hourly rate; other employment options may be available that may result in pay outside of the provided range.

W2 employees of Eliassen Group who are regularly scheduled to work 30 or more hours per week are eligible for the following benefits: medical (choice of 3 plans), dental, vision, pre-tax accounts, other voluntary benefits including life and disability insurance, 401(k) with match, and sick time if required by law in the worked-in state/locality.

Please be advised- If anyone reaches out to you about an open position connected with Eliassen Group, please confirm that they have an Eliassen.com email address and never provide personal or financial information to anyone who is not clearly associated with Eliassen Group. If you have any indication of fraudulent activity, please contact InfoSec@eliassen.com

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