Agile Coach

Be the one building AI-powered experiences where they matter most.

At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.

Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.

Agile Coach

Mexico (Remote)

This recruitment process will be conducted in English. To ensure a timely review, please submit your resume in English.

Role Overview:

Delivery consistency across the Genesys IT Platform organization directly impacts how effectively teams deliver reliable, scalable solutions that support global customer engagement. This role ensures agile practices translate into measurable delivery outcomes by embedding discipline, transparency, and continuous improvement across Platform teams. You will influence how work is planned, executed, and optimized, helping teams operate with clarity and accountability while enabling leadership to trust delivery insights. At Genesys, you contribute to powering meaningful customer experiences through innovation, collaboration, and operational excellence, while gaining visibility into enterprise-level initiatives and shaping agile standards at scale. This role offers the opportunity to expand your impact across multiple teams while driving continuous improvement in a modern, technology-driven environment.

Key Responsibilities:

Drive consistent agile execution across assigned Platform teams, improving sprint predictability, delivery quality, and alignment with business prioritiesShape and evolve agile standards by translating real team delivery insights into scalable frameworks, templates, and best practicesFacilitate sprint planning, retrospectives, and quarterly planning sessions that result in clear commitments and measurable outcomesStrengthen delivery visibility by maintaining accurate Jira configurations, dashboards, and reporting aligned with Platform standardsClose execution gaps by identifying misalignment between agile practices and delivery reality, and driving actionable improvementsTrack and ensure completion of retrospective action items, reinforcing accountability and continuous improvementEnable efficiency through automation and AI-assisted tooling that reduces manual reporting and accelerates delivery insightsPartner with cross-functional stakeholders to align delivery expectations, improve transparency, and support enterprise-level initiatives

Required Qualifications:

3 to 5 years of experience coaching or facilitating agile delivery within a technology organizationStrong working knowledge of Scrum and Kanban, with the ability to adapt practices across varying levels of team maturityHands-on experience with Jira, including backlog management, sprint tracking, and reportingProven ability to facilitate agile ceremonies that result in actionable outcomes and measurable improvementsDemonstrated experience translating delivery insights into reusable frameworks, standards, or documentation

Preferred Qualifications:

Agile certification such as CSM, ICP-ACC, or equivalentExperience working within IT infrastructure, platform engineering, or enterprise technology environmentsFamiliarity with AI productivity tools and basic scripting or automationExperience contributing to agile playbooks, onboarding materials, or delivery frameworks

Working at Genesys

AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal yearA flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best workGrowth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education supportTime to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their familiesRecognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys

Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

What Happens After You Apply

After you apply, here's what you can typically expect:

Our Talent Acquisition team reviews your application with the hiring teamA Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.
Next, you'll meet the hiring manager and other members of the interview teamWe aim to keep the process focused and respectful of your time, with no more than five interviews in most casesAfter interviews are complete, our team will follow up with the final steps

Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.

Stay Connected

Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.

Get notified about relevant opportunities.

Be the one building what's next - where AI, experience and impact come together.

Employee Referral

If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.

About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at [email protected].

You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.

Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.