Senior Scrum Master – AI Contact Center

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 opportunity is an ideal next step. Bring your facilitation precision, delivery rigor, and collaborative mindset to our client's digital innovation team today!

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to [email protected] to ensure their ability to fully participate in the interview process.

This posting is for existing and upcoming vacancies.