Senior Scrum Master – AI Contact Center Job Type: Contract (6–12 Months)

Work Mode: Hybrid Work

Our client is seeking a Senior, hands-on Scrum Master bringing delivery discipline, visibility and coordination across Product, AI/ML Engineering, Contact Center, QA, .CA, platform, architecture and external partners.

Portfolio examples include Magic Apron Assistant, AI Conductor / agent orchestration, Post-Purchase / Damaged Goods, Price Match, QC Warranty and Eco Fee; assignments are not guaranteed or permanent.

This role goes beyond ceremonies, supporting delivery governance without owning product prioritization, architecture, engineering decisions or production incident response.

The purpose of this position is to provide effective management of midsize to large ($500K to 2M) IT projects. This is accomplished by applying a standard, defined Agile methodology to the project, and providing the leadership skills necessary to control the execution of the project tasks, as defined in the methodology.

The Scrum Master is responsible for delivering several key project artifacts, and shares responsibility and accountability with the project leadership team for the successful delivery of the entire project. The Scrum Master must also actively manage to the project budget from a dollar spend and a resource perspective.

Facilitate planning, standups, reviews, retrospectives and refinement; support integrated delivery and release planning.

surface risks early, facilitate resolution and escalation, and follow actions through to closure.

Coordinate UAT, testing, go/no-go preparation, deployment dependencies and handovers; Guiding the team on how to use Agile/Scrum practices and values.

Must understand other methodologies and can speak about them and leverage those techniques to provide value to the team.





Building a trusting and secure environment where problems can be raised without blame, or judgment, with an emphasis on problem solving.

Assisting with internal and external communication, improving transparency, and radiating information.

Supporting and educating the Product Owner, especially with respect to grooming and maintaining the product backlog.

Providing all support to the team using a servant leadership style whenever possible, and leading by example.

Experience & Technical Requirements

- 7+ years as a Scrum Master or Agile delivery lead in enterprise technology, coordinating multiple cross-functional teams and external vendors.
- Strong Agile/Scrum, delivery governance, dependency, risk and release management experience.
- Experience with software engineering, APIs, integrations, cloud platforms and QA/testing.
- Experience managing midsize to large ($500K to 2M) IT projects.

Contact Center, customer service or customer-facing digital delivery.

AI/ML, generative or conversational AI and agents.

AI release readiness and enterprise-scale Agile coordination.

CSM or PSM certification.

AI exposure is an advantage, not a requirement; this is not an AI engineering role.

First 90 days: clear initiative visibility, reliable Agile cadences, current milestones and RAID/action logs, stronger cross-team coordination, improved release readiness and stakeholder communication, and sustained knowledge continuity.

These are expected outcomes, not guaranteed commitments.

You will have the opportunity to work on AI Contact Center initiatives, coordinating cross-functional teams and external partners while supporting delivery governance, Agile practices, release readiness and stakeholder communication.

This posting is for an existing vacancy with the organization.

AI may be used to screen, assess or select applicants for the position

📌 Senior Scrum Master - IT (Toronto)
🏢 Hays
📍 Toronto