Scrum Master (Contact Centre Service Solutions)

Location: Singapore
Discipline: Software Engineering
Job type: Permanent
Contact email:
Job ref: 273526
Published: 4 months ago

The successful candidate will be part of the Information Technology Division, Applications Services (Customer Service) Department.
Key Responsibilities:

  • Analyse business requirements and to work closely with relevant functional managers and scrum masters to ensure the implementation and delivery of initiatives are aligned to the digital roadmap

  • Propose technical solution and to identify impacted or new digital products required to support the delivery of initiatives

  • Provide application support which will include defining/reviewing business requirement for enhancements and taking responsibility of system integration, testing and resolution of incidents reported for the systems under your charge

  • Perform the role of a Scrum Master/Project Manager, work with vendors to manage development (e.g. enhancements, systems integration & testing), maintenance (e.g. security patching, software version control and application road-map) and ensure smooth running of the applications/systems under your charge

  • Manage escalated issues raised by business users

  • Perform vendor management role, ensure outsourcing risk is minimised (e.g. security and control issues) and that resolution of problems reported and enhancements to be done in accordance with the Service Level Agreement (SLA)

  • Managing internal collaboration and in external collaboration with relevant stakeholders, identify and eliminate obstacles to ensure progress on deliveries and implementation and track prompt resolution of issues

  • Track and report initiative status to project steering committees

  • Monitor the product roadmap for periodic upgrades

  • Assist the business users in the budgetary sizing of their IT plans

  • Track and identify feasible airline applications, key technology trends and technologies for awareness, and potential adoption by the business

  • Any relevant ad-hoc duties

  • This is an individual contributor role


  • Possess a degree in Information Technology or related fields

  • Minimum 3 years of relevant working experience

  • Strong analytical, project management, communications and interpersonal skills

  • Knowledgeable in software development methodologies such as Agile and SDLC, have an agile mind-set, as well as digital development platforms, tools and deployment technologies

  • Functional and technical experience in implementing Salesforce projects, preferably in Service Cloud preferred.

Experience using Agile methodology (preferably with Professional Scrum Master Certification) and have experience working on major projects