Scrum Master – Customer Communication Management (CCM)

Role Overview

The Scrum Master will lead agile teams in delivering CCM solutions that optimize customer engagement and operational efficiency. This role involves coaching teams on Scrum practices, removing impediments, and ensuring alignment with business goals in customer communications.

Work Related Requirements

1. Project is USA based project. Candidate should be willing to work on US time-zone. Preference to candidate flexible to work in different shifts.
2. Hyderabad based candidate preferred.
3. Work form office predominantly
4. Preference to candidate who can join immediately

Key Responsibilities

1. Facilitate Agile Ceremonies: Lead daily stand-ups, sprint planning, reviews, and retrospectives to ensure productive team collaboration and continuous improvement
2. Coach Agile Teams: Promote Scrum principles and agile mindset across cross-functional teams for helping teams self-organize and take ownership of their workflows
3. Remove Roadblocks: Identify and eliminate obstacles to team progress and work to resolve issues that block progress, acting as the primary point of escalation within the team
4. Stakeholder Collaboration: Work closely with product owners, CCM architects, and business stakeholders to ensure clarity and alignment, manage and prioritize the backlog specifically for customer communication management-related features
5. Monitor Progress: Track sprint metrics (velocity, burndown charts) and report on team performance.
6. Ensure Compliance: Support delivery of CCM solutions that meet regulatory and brand standards.
7. Promote Continuous Improvement: Encourage feedback loops and iterative enhancements in communication workflows.
8. Oversee clear communication: Communicate with stakeholders for aligning technical deliverables with business objectives in the CCM domain. Foster a collaborative environment that supports innovation and high performance, particularly in handling regulated, large-scale communication processes.
9. Tracking: Track and report team performance metrics such as velocity and ensure project transparency using tools like Jira or Azure DevOps.[3][1]
10. Risk Management: Identify risks unique to CCM projects—such as data privacy, regulatory compliance, and multi-channel output—and work with the team to implement mitigations.

Required Skills & Experience

1. 3+ years as a Scrum Master in agile environments.
2. Experience in Customer Communication Management platforms (e.g., Exstream, OpenText, Quadient Inspire, SmartCOMM).
3. Strong understanding of Agile frameworks (Scrum, SAFe).
4. Excellent facilitation, conflict resolution, and coaching skills.
5. Familiarity with JIRA, Confluence, or similar agile tools.
6. Knowledge of customer journey mapping, omnichannel communication, and document lifecycle management is a plus.