Job Information
Cognizant Salesforce Scrum Master in Toronto, Ontario
Salesforce Scrum Master
As a Salesforce Scrum Master, you will make an impact by leading Agile ceremonies and driving continuous improvement within the contact center. You will be a valued member of the Salesforce delivery team and work collaboratively with agents, team leaders, Product Owners, and management stakeholders.
Please note, this role is not able to offer visa transfer or sponsorship now or in the future.
In this role, you will:
•Facilitate core Scrum events including daily stand-ups, sprint planning, sprint reviews, and retrospectives with a focus on contact center improvements
•Identify and remove impediments such as technical issues, resource gaps, and process bottlenecks that hinder the team from achieving sprint goals
•Coach agents and team leaders on Agile practices, embodying a servant leadership approach that centers on team needs and empowerment
•Track key performance metrics, including ticket resolution speed and quality assurance scores, to surface areas of continuous improvement
•Serve as a liaison between the team, Product Owners, and management to ensure project goals remain aligned with customer service objectives
Work model
We believe hybrid work is the way forward as we strive to provide flexibility wherever possible. Based on this role's business requirements, this is a hybrid position requiring 3 days a week in a client or Cognizant office in Toronto, Ontario. Regardless of your working arrangement, we are here to support a healthy work-life balance though our various wellbeing programs.
The working arrangements for this role are accurate as of the date of posting. This may change based on the project you're engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.
What you need to have to be considered
•Proven experience as a Scrum Master facilitating Agile ceremonies in a professional environment
•Demonstrated ability to identify and remove team impediments to maintain sprint momentum
•Experience collaborating with Product Owners and cross-functional stakeholders to align delivery goals
•Strong understanding of Agile frameworks and servant leadership principles
•Familiarity with contact center operations or customer service environments
These will help you stand out
•Hands-on experience with Salesforce platforms within an Agile delivery context
•Certified Scrum Master (CSM) or equivalent Agile certification
•Experience tracking and reporting on performance metrics such as ticket resolution speed and quality assurance scores
•Background coaching teams new to Agile practices and facilitating culture change
•Previous experience working in a hybrid or distributed team environment
We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed.
Applications will be accepted until 05/20/2025.
Salary and Other Compensation
We regularly assess market data to ensure we offer a competitive compensation package for our associates. The base salary for this position ranges between $77,000p.a – $115,000p.a. Where the successful candidate may fall within the range depends on relevant education, work and/or management experience and other business-related and job-necessary qualifications.
This position is also eligible for Cognizant’s discretionary annual performance-based bonus, as well as benefits that support your physical, mental and financial wellbeing.
#LI-SS2
Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.