Scrum Master Contact Center Technology

Location:

Job Summary

The Scrum Master partners with the Product Owner business stakeholders and development team to deliver business value by facilitating Agile events promoting team collaboration and supporting continuous improvement. This role focuses on enabling self-organization removing impediments and ensuring adherence to KeyBanks Agile (Continuous Delivery) framework.

This role includes responsibility for supporting backlog refinement and requirement clarity by partnering with stakeholders to define analyze and validate business needs. The Scrum Master operates autonomously demonstrates Key leadership competencies and leads cross-functional team members toward common outcomes and execution.

The role requires strong analytical and problem-solving skills to resolve complex challenges ensure effective tracking and reporting of activities using Agile tools such as Jira and Confluence and meet project budget schedule scope and risk targets. The Scrum Master understands the business model and the impact of sprint execution on business outcomes effectively communicates delivery progress and risks and fosters a culture of continuous improvement and team development.

Essential Functions

Facilitate Agile ceremonies (Sprint Planning Daily Stand-ups Reviews Retrospectives)

Support both Sprint-based and Kanban delivery models

Lead backlog refinement sessions and actively drive requirement clarity with Product Owner and stakeholders

Elicit analyze and document business and functional requirements

Translate business needs into clear user stories with well-defined acceptance criteria

Ensure backlog items meet Definition of Ready with complete functional and business context prior to sprint commitment

Remove impediments and external distractions to keep the team focused

Promote Agile principles and continuous improvement

Perform impact analysis and validate requirements to ensure alignment with business objectives

Act as a bridge between business and technology teams to resolve requirement gaps and ambiguities

Monitor team performance and track/report activities using Jira and Confluence

Identify risks and issues perform impact analysis and manage resolution

Foster collaboration across business product and technology stakeholders

Ensure compliance with KeyBank policies and procedures

Participate in the Continuous Delivery Community of Practice

Performs other duties as assigned

Education

Bachelors Degree (preferred)

OR equivalent experience (required)

Work Experience

3 years Scrum Master or Agile delivery experience (required)

Minimum 2 years of experience in Business Analysis requirement management or related role (required)

Licenses and Certifications

Certified Scrum Master (CSM) (required)

Skills

Solid understanding of Scrum and Kanban principles

Strong Business Analysis skills including requirement elicitation decomposition and documentation

Ability to translate business needs into detailed actionable user stories and acceptance criteria

Experience leading backlog refinement and ensuring backlog readiness

Skilled in leading Agile ceremonies and facilitating cross-functional collaboration

Proficient with Jira and Confluence

Strong analytical and problem-solving skills to resolve complex issues

Ability to perform impact analysis and prioritize work effectively

Excellent communication skills to bridge business and technical teams

Ability to drive clarity in ambiguous situations and ensure alignment

Demonstrates leadership competencies and fosters team growth

Builds strong relationships and promotes a collaborative self-organizing team culture

Core Competencies

All KeyBank employees are expected to demonstrate Keys Values and sustain proficiency in identified Leadership Competencies.

Work Location Category

Hybrid (2 days)

COMPENSATION AND BENEFITS

Please click here for a list of benefits for which this position is eligible.

Key has implemented an approach to employee workspaces which prioritizes in-office presence while providing flexible options in circumstances where roles can be performed effectively in a mobile environment.

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