Job description
The Release Train Engineer (RTE) will act as lead & coach for SHS contact center Agile Release Train (ART) & will be responsible for orchestrating multiple agile teams to deliver high-quality, integrated solutions that enhance our contact center capabilities. This role involves facilitating ART events, escalating impediments, managing risk, and driving relentless improvement in a regulated and customer-centric environment. The ideal candidate has a deep understanding of SAFe principles and proven experience in a similar role within a large-scale agile organization. Key Responsibilities: Facilitate Program Increment (PI) planning and execution: Lead and facilitate the quarterly PI Planning event, ensuring alignment across all agile teams, stakeholders, and business owners. Manage and optimize the flow of value through the ART throughout the PI. Act as a servant leader and coach: Guide and mentor agile teams, scrum masters, and product owners on lean-agile and SAFe principles. Foster a culture of continuous improvement and high performance. Manage risk, dependencies & impediments: Identify, track, and manage program-level risks and inter-team dependencies & impediments. Work proactively with stakeholders to address and resolve complex issues. Ensure compliance and quality: Ensure all processes and deliverables adhere to the strict regulatory and quality standards Measure and report progress: Track key performance indicators (KPIs) and flow metrics related to program delivery. Provide transparent and accurate status updates to senior leadership. Required Skills and Experience: Minimum of 5 - 6 years of experience as a Release Train Engineer or in a similar scaled agile role. Significant experience managing agile teams and large-scale software development or technology projects. Experience in Medtech or other regulated industries, with an understanding of compliance requirements (e.g., HIPAA) will be an added advantage Experience in a contact center environment is highly desirable, with knowledge of contact center technologies (e.g., call routing, IVR, omnichannel solutions). Preferred Qualifications: Solid understanding of DevOps principles and CI/CD pipelines. Strong communication and interpersonal skills, with the ability to translate technical concepts for non-technical audiences. Proven ability to build and manage relationships with stakeholders at all levels. Deep understanding and practical experience with the Scaled Agile Framework (SAFe). Proficiency with agile tools such as Azure DevOPS Flexible working in a fast-paced environment involving Global time zones
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