Scrum Master - Customer Interaction Routing
TELUS International
Vancouver, BC, CA
5d ago


Be a part of a transformational journey with innovative talent and leading edge technologies.

Join our team

The Customer Interaction Routing team enjoys working with the latest technologies while interacting with talented team members to deliver on our vision.

Our mandate is to partner with our business units in order to gain a competitive advantage and maximize value creation by delivering innovative solutions and operational excellence.

Specifically, we engage in large-scale, cross enterprise programs that will fundamentally change the way TELUS does business.

Here’s the impact you’ll make and what we’ll accomplish together

As a Scrum Master, you will lead, facilitate & enable a highly dynamic Agile team following Scaled Agile Framework (SAFe®).

You will be at the forefront of driving the quality and delivery of projects for Customer Interaction Routing team. Your strong scrum master experience and knowledge will be integral to the success of our team’s Agile journey.

Collectively, the passion and energy we have will enable us to transform highly cool and complex technologies into great experiences for our agents, internal and external customers powered by Agile.

Here’s how

  • As a Scrum Master , you will : Play the role of the Scrum Master and be integral to the success of our Agile journey Help remove impediments and foster an environment for high-
  • performing team dynamics, continuous flow, and relentless improvement Support & enforce the Scrum process and other rules that the team has agreed upon Help the team coordinate with other teams on the Agile Release Train (ART) and communicates status to management as needed Exhibit the behaviors of a leader with a Lean-

    Agile Mindset Help the team embrace SAFe® Core Values, adopt & apply SAFe® Principles, and implement SAFe® Practices Facilitate all team meetings, including the daily stand-

    up, iteration planning, backlog management, iteration review, and iteration retrospective Support the Product Owners in their efforts to manage the backlog and guide the team while facilitating a healthy team dynamic with respect to priorities and scope Promote SAFe® quality practices and help foster the culture of technical discipline and craftsmanship that is the hallmark of effective Agile teams Communicate with management and outside stakeholders as well as help protect the team from uncontrolled expansion of work Guide the team in establishing normalized estimates and helps the team understand how to estimate features & capabilities Mentor & develop the team and leaders on Lean-Agile Mindset

  • As a Customer Interaction Routing Senior Leader , you’ll : Assist your reporting team manager with resource management, financial management & process improvements Provide leadership to internal team members and various stakeholders Help with communications and collaboration across multiple business partner & enablement teams
  • Qualifications

    You’re the missing piece of the puzzle

  • Certified Scrum Master (CSM) certification
  • 3 + years of continuous experience as a Scrum Master in a complex multi-team environment
  • Experience with implementing / training agile and scaled frameworks, e.g. SAFe®, in an established Enterprise environment including experience applying recognized Scaled Agile techniques, e.
  • g. Program increment planning, Program Retrospective & the Scrum of Scrums

  • Previous working experience as an Agile Coach across multiple large organizations and multiple team of teams including extensive experience in coaching and mentoring senior leadership
  • Strong people management, coaching and collaboration skills
  • Demonstrate very strong communication, facilitation, presentation and business ownership skills
  • Great-to-haves

  • Scaled Agile Framework (SAFe®) certification
  • Appreciated for your ability to transform dynamic teams supporting large-scale and highly complex solutions to adapt to SAFe® framework
  • Previous experience leading a DevOps in an enterprise environment team
  • Who is TELUS? We're a high-performing team of individuals who collectively make TELUS one of the leading telecommunications companies in Canada.

  • Our competitive consumer offerings include wireline, wireless, internet and Optik TV™. We also deliver a compelling range of products and services for small, medium and large businesses;
  • and have carved out a leadership position in the health, energy, finance and public sector markets with innovative industry specific solutions.

    Everyone belongs at TELUS. It doesn’t matter who you are, what you do or how you do it, at TELUS, your unique contribution and talents will be valued and respected.

    Because the more diverse perspectives we have the more likely we are to crack the code on what our customers want and our communities need.

    Do you share our passion? At TELUS, you create future friendly® possibilities. At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.

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