Our client,is seeking an experienced, highly collaborative Senior Scrum Master - AI Contact Center to champion Agile delivery discipline across advanced customer experience initiatives.

In this strategic, hands-on role, you will bring structure, visibility, and seamless cross-functional alignment across diverse teams spanning Product, AI/ML Engineering, Contact Center Operations, QA, Web/E-Commerce, Platform Architecture, and external vendor partners. Supporting a modern portfolio of conversational AI, intelligent assistant, agent orchestration, and automated post-purchase customer workflows, you will go beyond running routine ceremonies. You will actively manage complex delivery governance, multi-team dependencies, and release readiness - ensuring continuous flow, risk mitigation, and predictability across concurrent workstreams without directly owning technical architecture or product prioritization.

Duration: 6-Month Contract (Full time engagement)

Work Arrangement: Hybrid (Primarily remote with an in-office presence once per month or as project requirements dictate)

Advantages

- Next-Generation AI & Customer Experience Scope: Facilitate delivery for cutting-edge initiatives involving AI assistants, conversational orchestration, and customer service automation within a major retail enterprise.
- Complex Multi-Team Orchestration: Gain high-visibility leadership coordinating between software developers, machine learning engineers, business operations, and specialized third-party vendors.
- Flexible Hybrid Model: Benefit from a remote-first schedule requiring minimal in-office attendance (once a month or as needed for key collaborative milestones).
- Clear Delivery Focus: Operate with a well-defined mandate centered on delivery discipline,



predictability, and governance rather than technical ownership or direct incident management.

Responsibilities

- Agile Ceremony Facilitation: Lead and optimize sprint planning, daily stand-ups, backlog refinement, sprint reviews, and retrospectives to foster continuous team improvement and delivery velocity.
- Cross-Team Alignment & Dependency Tracking: Coordinate shared resources, deliverables, and critical-path dependencies across concurrent product, AI/ML, e-commerce, and QA workstreams to support unified release planning.
- Governance & RAID Management: Proactively maintain comprehensive RAID (risks, assumptions, issues, dependencies), action, and decision logs; surface impediments early and drive escalations to closure.
- Release & UAT Readiness: Coordinate user acceptance testing (UAT), deployment dependencies, and go/no-go readiness assessments, illuminating delivery gaps for accountable owners ahead of launch dates.
- Stakeholder Reporting & Documentation: Deliver concise, accurate status updates across business and technical leadership, facilitate cross-functional alignment workshops, and maintain up-to-date documentation in Jira and Confluence.

Qualifications

- Agile Leadership Depth: 7+ years of dedicated experience as a Scrum Master or Agile Delivery Lead within enterprise technology environments,



coordinating across multiple cross-functional teams and external software vendors.
- Governance & Delivery Discipline: Demonstrated mastery of Agile/Scrum frameworks, delivery governance, multi-team dependency mapping, risk management, and formal release readiness workflows.
- Tooling Proficiency: Advanced hands-on experience utilizing Jira and Confluence (or equivalent enterprise Agile tracking suites) for backlog management, reporting, and team velocity metrics.
- Technical Literacy: Solid familiarity with software engineering principles, APIs, system integrations, cloud platforms, and QA/testing lifecycles, enabling effective communication with architects and engineers.
- Influencing & Facilitation: Proven ability to influence stakeholders without direct authority, navigate organizational complexity, and maintain momentum across geographically distributed pods.

Preferred Assets & Nice-to-Haves

- Domain exposure to Contact Center operations, customer service platforms, or high-volume customer-facing digital applications.
- Familiarity with conversational AI, machine learning orchestration, or AI agent delivery models (AI engineering background not required).
- Experience with enterprise cloud ecosystems (e.g., Google Cloud Platform / GCP or equivalent).
- Formal Agile credentials such as Certified ScrumMaster (CSM), Professional Scrum Master (PSM), or PMI-ACP.

Summary

If you are a tech-savvy Senior Scrum Master who pairs 7+ years of enterprise Agile delivery experience with strong cross-team dependency orchestration, RAID governance discipline, and an interest in conversational AI and contact center operations, this 6-month hybrid contract prospect is an

📌 Senior Scrum Master – AI Contact Center (Toronto)
🏢 randstad canada
📍 Toronto