Scrum Master

Location: Hybrid (Minneapolis MN, or fully remote for the right candidate) • Employment Type: Full-Time

About the Role

Trissential is hiring a Scrum Master to join our client's team and support a strategic AI and customer experience transformation initiative. This is an opportunity to work at the intersection of agile delivery, conversational AI, contact center technologies, and enterprise-scale software development while making a measurable impact on business outcomes.

• Drive a high-visibility enterprise transformation initiative involving AI, voice technologies, customer experience, and cloud-based platforms.
• Help establish agile best practices for a newly formed squad transitioning from traditional project delivery to a product operating model.
• Work with cross-functional teams that include Product Owners, architects, developers, system integrators, and business stakeholders.
• Influence delivery outcomes across internal teams and third-party vendors.
• Own the agile delivery framework and help shape how the team operates and succeeds.
• Gain exposure to emerging AI and conversational technology platforms in a complex enterprise environment.
• Join a collaborative culture that values continuous improvement, transparency, and innovation.

Responsibilities

• Facilitate the complete Scrum cadence, including sprint planning, backlog refinement, daily standups, sprint reviews, and retrospectives.
• Lead agile execution across a blended team consisting of internal delivery resources and third-party implementation partners.
• Own and administer Jira boards, workflows, story hierarchies, dashboards, filters, reports, and dependency tracking mechanisms.
• Guide the transition from an early-stage Kanban board into a mature Scrum delivery model.
• Partner with Product Owners to decompose epics and features into estimable, testable, sprint-ready user stories.
• Maintain end-to-end traceability from business requirements through development, testing, release, and deployment.
• Drive cross-team dependency management and eliminate delivery blockers through effective stakeholder coordination.
• Produce delivery metrics including velocity, burndown, throughput, blocker aging, defect trends, release readiness, and sprint health reporting.
• Establish and maintain Definition of Ready, Definition of Done, team working agreements, and delivery standards.
• Coach team members and stakeholders on agile principles, servant leadership, and product-centric delivery practices.
• Collaborate with Project Managers and PMO teams to support governance, RAID management, portfolio reporting, and program visibility.
• Ensure backlog and sprint structures support auditability and maintain clear separation between capitalizable and operational work streams.

Requirements

• 7+ years of dedicated, full-time Scrum Master experience supporting enterprise software delivery teams.
• Experience leading at least two enterprise-scale software implementations from discovery through production deployment.
• Advanced expertise facilitating Scrum ceremonies and driving agile team performance.
• Strong hands-on Jira and Confluence administration experience, including board configuration, reporting, dashboards, workflows, and advanced filters.
• Experience managing Kanban-to-Scrum transitions within enterprise delivery environments.
• Proven backlog engineering experience, including story decomposition, estimation, acceptance criteria development, and traceability management.
• Demonstrated success leading delivery efforts involving internal teams, system integrators, and third-party vendors.
• Experience supporting AI, Machine Learning, Conversational AI, IVR, CCaaS, CRM, Billing, CIS, or customer experience transformation initiatives.
• Strong facilitation, communication, conflict resolution, and stakeholder management skills.
• Experience working within regulated enterprise environments and structured governance frameworks.

Preferred Qualifications

• Utility industry experience supporting customer care, billing, meter-to-cash, or customer engagement initiatives.
• Familiarity with compliance requirements related to customer communications, call recording, privacy, and sensitive data handling.
• Knowledge of ASC 350-40, FERC, or software capitalization practices.
• Experience with cloud contact center solutions, enterprise voice technologies, IVR platforms, and cloud provisioning processes.
• Agile coaching experience supporting organizations transitioning to product-centric operating models.
• Kanban Management Professional (KMP) certification.
• ICAgile Certified Professional in Agile Coaching (ICP-ACC) certification.

Education & Certifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, Business, or a related discipline, or equivalent professional experience.
• One of the following advanced Scrum certifications is required:
  • Certified Scrum Professional ScrumMaster (CSP-SM)
  • Professional Scrum Master II (PSM II)
  • Professional Scrum Master III (PSM III)
• SAFe Scrum Master (SSM) or SAFe Advanced Scrum Master (SASM) certifications are highly valued.

Benefits

• Extensive Medical Plans, Dental, Vision
• HSA with company contribution
• Company-sponsored Life Insurance and Short/Long term disability insurance
• Voluntary plans including legal, hospital, accident, pet wellness
• 401k with matching
• Paid Holidays and Paid Time Off

Pay

Competitive compensation range of $91-$101 per hour. Final compensation is determined based on skill alignment, years of experience, and fair, market-based rates by geography.