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Scrum Master (OMS/Service Cloud/Agent Force)
Needham, Massachusetts•Contract
$50 - $60 hourly
$50 - $60 hourly
About the Job
Role: Scrum Master with OMS, Service Cloud, and Agent force
Location: Needham, MA (Day 1 Onsite)
Duration: Long Term
Role summary:
Scrum Master with OMS, Service Cloud, and Agent force.
Same global footprint as the Storefront estate, with significant cross-platform dependencies (order flow, fulfilment sync, customer service, and agentic capabilities span both). You will run scrum delivery across the Core teams on a two-week cadence, with a strong emphasis on managing dependencies into and out of Commerce/Storefront.
Key responsibilities:
- Run scrum ceremonies for the Core squads: planning, stand-ups, reviews, retrospectives, refinement, on a two-week sprint cadence.
- Own delivery predictability across three platforms (OMS, Service Cloud, Agentforce): velocity, capacity, burndown, and escalation.
- Manage cross-platform dependencies as a first-class responsibility, coordinating shared release windows and sequencing with the Commerce/Storefront delivery lead so integrated changes land safely.
- Coordinate the QA lifecycle (QA, SIT, UAT, regression) across integration points, where a single test scenario often spans OMS, storefront, and Service Cloud.
- Manage the release train across the three platforms under SOX / ITGC controls, with attention to integration and fulfilment defects.
- Interface with product, stakeholders, and vendor partners; maintain Jira hygiene and transparent status.
- Support incident triage for integration and fulfilment defects, feeding patterns back into planning.
- Drive continuous improvement in flow, dependency management, and automation adoption.
Required Experience:
- 5+ years delivery / scrum lead experience running concurrent agile teams, including distributed teams.
- Experience delivering on order management (OMS), CRM / Service Cloud, and ideally Agentforce or comparable Salesforce platforms.
- Strong track record managing cross-team and cross-platform dependencies and integration delivery.
- Strong Jira and agile-metrics command; proven predictability and throughput improvement.
- Experience coordinating QA, SIT, and UAT across integrated systems.
- Comfortable in a controlled environment (SOX / ITGC or equivalent).
Nice to have:
- Integration / middleware or fulfilment-sync experience (e.g. OMS-to-carrier, AfterShip-style flows).
- Exposure to agentic / AI platforms and Agentforce.
- Scrum certification (CSM / PSM) or SAFe.