Scrum Master - IVR Solutions

UHG Plymouth, MN

About the Job

 

 

 

 

 

The Contact Center Services (CCS) team is transforming our contact center infrastructure through a multi-year program entitled Omni. The Omni program provides a platform level technical refresh for the delivery of inbound customer calls to ~75,000 agents globally. It will also refresh and deliver new customer channel interactions through outbound, chat, email, click-to-call, and other contact types. In this critical Scrum Master role, you will be accountable for driving the IVR aspects of the Omni program.

 

 

 

 

Specific responsibilities will include the following:

 

 

 

  • Plan and manage delivery using Agile (SAFe) methodology
  • Drive Agile maturity across multiple Scrum teams
  • Facilitate Scrum ceremonies and manage Scrum calls
  • Plan/track team dependencies and help resolve bottle necks
  • Plan / support Agile release deployments
  • Manage dependencies between Agile Scrum teams
  • Understand and support MBO metrics tracking / reporting
  • Track status of long-term deliverables and financials
  • Provide status reporting to stakeholders

 

 


 

 

 

 

 

Required Qualifications:

 

 

 

  • 5 + years of experience using Agile/Scrum methodology (SAFe preferred) to deliver solutions
  • Certified Scrum Master (CSM)
  • Prior project management experiences, including budgeting, forecasting, reporting and resource scheduling
  • 10 + years of experience working in a large, global enterprise environment 
  • Demonstrated ability to build and manage relationships across a variety of stakeholders
  • Demonstrated presentation skills
  • Ability to influence decisions from top down and bottom up
  • Proven analytical, problem-solving and financial analysis skills
  • Bachelor’s degree in applicable area of expertise or equivalent experience

 

 

 

Desired Qualifications:

 

 

 

  • SAFe Agilist certification

  • IVR experiences

  • Proficiency in one or more of the following tools: Rally (CA Agile), PlanView, CA Clarity (PPM Optics), MS Project, MS Power Point and/or Excel

 

 

 

 



Technology Careers with Optum. Information and technology have amazing power to transform the health care industry and improve people's lives. This is where it's happening. This is where you'll help solve the problems that have never been solved. We're freeing information so it can be used safely and securely wherever it's needed. We're creating the very best ideas that can most easily be put into action to help our clients improve the quality of care and lower costs for millions. This is where the best and the brightest work together to make positive change a reality. This is the place to do your life's best work.SM


 

 

 

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.


UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.