Scrum Master (Communications Cloud)

ABOUT THE ROLE

We are looking for an experienced Scrum Master to lead and empower cross-functional delivery teams in executing agile projects. In this role, you will facilitate daily team ceremonies, remove delivery blockers, optimize team performance, and foster a culture of continuous improvement across our digital platform implementations.

You will act as an agile coach and delivery facilitator, working closely with Product Owners, Architects, Business Analysts, and Developers to ensure predictable, high-quality project outcomes—specifically within projects leveraging Salesforce Communications Cloud.

WHAT YOU'll DO

• Facilitate core Agile/Scrum ceremonies, including Daily Stand-ups, Sprint Planning, Backlog Refinement, Sprint Reviews/Demos, and Retrospectives.
• Protect the development team from external interruptions and actively identify, track, and remove delivery blockers and dependencies.
• Partner closely with Product Owners and Business Analysts to maintain a well-refined, prioritized backlog with clear user stories and acceptance criteria.
• Track, analyze, and report team performance metrics (e.g., velocity, sprint burndown/burnup, lead time) to drive predictable delivery.
• Coach and guide the team on Agile principles, Scrum practices, and iterative delivery best practices to improve self-organization and accountability.
• Facilitate release planning and coordinate cross-team dependencies across technical leads, QA, and business stakeholders.
• Foster a collaborative, transparent, and continuous improvement mindset through actionable retrospective outcomes.

WHAT WE'RE LOOKING FOR

Must-Have

• 4+ years of hands-on experience as a Scrum Master or Agile Coach leading technical software delivery teams.
• Proven track record serving as a Scrum Master on Salesforce Communications Cloud (Vlocity) implementation projects.
• Strong, practical mastery of Agile frameworks (Scrum, Kanban) and sprint execution principles.
• Expert-level proficiency with Agile management tools such as Jira, Confluence, or Azure DevOps for tracking, reporting, and dashboarding.
• Excellent communication, facilitation, and conflict-resolution skills.

Technical Depth

• Functional familiarity with the Salesforce ecosystem and the lifecycle of Salesforce Communications Cloud implementations (e.g., OmniStudio, CPQ, Order Management release cycles).
• Understanding of modern software development life cycle (SDLC) practices, CI/CD release pipelines, and environment promotion workflows.
• Ability to run effective dependency mapping across cross-functional integration teams (e.g., frontend, middleware, telecom OSS/BSS platforms).

Preferred Certifications

• Certified ScrumMaster (CSM), Professional Scrum Master (PSM I / PSM II), or SAFe Scrum Master (SSM)
• PMI Agile Certified Practitioner (PMI-ACP)
• Any Salesforce or Salesforce Communications Cloud certifications/training (a plus, not required)

NICE TO HAVE

• Prior consulting or System Integrator (SI) experience managing client-facing Agile engagements.
• Exposure to telecommunications industry environments and digital transformation programs.
• Experience working with hybrid delivery models (Waterfall-to-Agile or Scaled Agile Framework - SAFe).