IT Program and Project Management Consultant

This is a fully remote position, open to applicants in Guatemala.

📋 Description

• Oversee the complete delivery of multiple simultaneous IT projects related to contact center and customer experience platforms.

• Create and sustain project schedules, key milestones, risk management registers, and interdependencies.

• Facilitate project execution among infrastructure, application, integration, and CX operations teams.

• Monitor progress concerning scope, timeline, and quality targets; escalate risks and issues as necessary.

• Assist with cloud migrations, platform enhancements, feature implementations, and configuration adjustments.

• Serve as a point of contact between IT, contact center operations, CX teams, and external vendors.

• Implement projects using established IT delivery methodologies (Agile, Waterfall, or hybrid).

⛳️ Requirements

• Over 7 years of experience managing CX IT projects.

• More than 7 years of experience in stakeholder management.

• At least 7 years of experience in creating scope documentation, developing work breakdown structures (WBS), producing detailed project schedules, and managing risks and issues.

• Proficiency in digital CX and AI transformation, including messaging, web/app journeys, APIs, and AI-enhanced experiences.

• Understanding of infrastructure concepts and experience managing technology projects; familiarity with IT service management methodologies (e.g., ITIL).

• Project management certification or formal training (PMP®, CAPM®, Agile fundamentals preferred but not mandatory).

🏝️ Benefits

• Health insurance

• Retirement plans

• Paid time off

• Flexible work arrangements

• Professional development opportunities