Senior Scrum Master (m/f)

Five9 is an industry-leading provider of cloud contact center solutions, bringing the power of cloud innovation to more than 2,000 customers worldwide and facilitating billions of customer engagements annually. The Five9 Intelligent Cloud Contact Center provides digital engagement, analytics, workflow automation, workforce optimization, and practical AI to help customers reimagine their customer experience. Designed to be reliable, secure, compliant, and scalable, the Five9 platform helps increase agent and supervisor productivity, connects the contact center to the business, and ultimately deliver tangible business results including increased revenue and enhanced customer trust and loyalty.

About the job

Five9 provides businesses reliable, scalable, and secure cloud contact center software designed to create exceptional customer experiences, increase agent productivity, and deliver tangible business results.

We are driven by a passion to transform contact centers into customer engagement centers of excellence. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud.

Five9 is seeking a Senior Scrum Master to play a key role in our product development organization. The Sr. Scrum Master will partner closely with the Five 9 engineering & product teams to deliver capabilities that meet overall business strategy and objectives based on Five9’s implementation of the Scaled Agile Framework (SAFe) methodologies. The main focus in this role is to work across multi-disciplinary scrum teams on innovative technology and help deliver stellar products. This position reports to the Manager of Agile Delivery Management. Please note, 2 days per week working onsite in the Porto office is required for this role.

Key Responsibilities

Understand business objectives, product strategy and requirements for major releases and service updates.
Focus and manage geographically distributed Scrum Delivery Teams to deliver the product strategy.
Partner with Product Managers to manage backlog and prioritize stories for Scrum Teams consisting of development, quality engineering, documentation and cloud operations.
Coordinate and facilitate Product Backlog grooming, story mapping, program increment / sprint planning, daily stand-ups, reviews, retrospectives and demos.
Enable Scrum teams to meet sprint goals by identifying and managing risks, helping remove roadblocks & impediments.
Evangelize & coach adoption of agile best practices.
The single source of truth for program/project status and priorities for all managed programs and projects, including scheduled reports or impromptu updates to executive management.
Maintain up to date project status in Five9’s agile management tool
Ensure on-time and effective delivery of high-quality work products from Scrum Teams.
Update/Create SLDC documentation with cross-functional signoff.


Capabilities & Competencies

Typically has 5 years’ experience in Program Management with at least 3-4 years as a Scrum Master
Experience with agile development methodologies and continuous delivery practices.
Ability to understand technical requirements and identify impacts/integrations within enterprise systems Experience working on complex problems spanning across multiple products and systems
Experience working with geographically separated teams.
Experience of having defined and implemented SDLC changes highly desired.
Ability to work with engineers and executives.
Excellent communicator, able to gain the respect of the team, external stakeholders, and leadership.
Proven leadership capabilities with cross-functional teams & ability to manage by influence to drive issues to closure.
Strong technical foundation, a proven track record in delivering high quality work.


Bachelor's Degree in Computer Science, Management Information Systems, Business Administration or related field.
Master’s Degree preferred.


Scrum/Agile Certification
Experience in the contact center industry.
Understanding of VOIP telephony or contact center software is a huge plus
Experience with any public cloud platform is a plus
Experience in Software Development or Testing.
Experience with source control applications (P4, GIT or similar).
Experience with code branching strategies.
Experience with Agile Management tool (Rally, Jira or similar)
Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills.  The more inclusive we are, the better we are.  Five9 is an equal opportunity employer.

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Our headquarters are located in the San Francisco Bay Area with global hubs in the United Kingdom, Germany, Philippines, Portugal, and Australia.

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Senior Scrum Master (m/f)

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