Senior Scrum Master – AI Contact Center
Job Type: Contract (6–12 Months)
Rate: $55-$60/hr INC
Work Mode: Hybrid Work
Location: Toronto, ON
Your New Company
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.
Your New Role
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.
Key responsibilities include:
- Facilitate planning, standups, reviews, retrospectives and refinement; coach teams, remove impediments and improve delivery predictability.
- Coordinate cross-team milestones, deliverables, dependencies and shared resources across concurrent initiatives; support integrated delivery and release planning.
- Maintain RAID, decision and action logs; surface risks early, facilitate resolution and escalation, and follow actions through to closure.
- Coordinate UAT, testing, go/no-go preparation, deployment dependencies and handovers; make readiness gaps visible to accountable owners.
- Provide concise business and technology updates; facilitate working sessions and governance, and maintain current, accessible delivery documentation.
- Guiding the team on how to use Agile/Scrum practices and values.
- Must understand the basic fundamentals of iterative development.
- Must understand other methodologies and can speak about them and leverage those techniques to provide value to the team.
- Guiding the team on self-organizing.
- Removing impediments or guiding the team to remove impediments by finding the right personnel to remove the impediment.
- Building a trusting and safe environment where problems can be raised without blame, or judgment, with an emphasis on problem solving.
- Facilitating getting the work done without assigning or dictating the work.
- Facilitating discussion, decision making, and conflict resolution.
- 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.
What You'll Need to Succeed
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.
- Proficiency in Jira and Confluence or equivalent tools.
- Experience with software engineering, APIs, integrations, cloud platforms and QA/testing.
- Strong facilitation, organization, communication and problem-solving skills.
- Ability to work independently and influence stakeholders without direct authority in complex organizations.
- Experience managing midsize to large ($500K to 2M) IT projects.
Preferred Qualifications
- Contact Center, customer service or customer-facing digital delivery.
- AI/ML, generative or conversational AI and agents.
- GCP or similar cloud experience.
- 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.
What Success Looks Like
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.
What You'll Get in Return
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.
What You Need to Do Now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.
This posting is for an existing vacancy with the organization.
AI may be used to screen, assess or select applicants for the position
