Program Architect - Qualtrics/Medallia

Program Architect - Qualtrics/Medallia

About the job

Must Have Skills

• Qualtrics and/or Medallia
• Program Management
• Enterprise Integrations
• APIs & Middleware
• Cloud Solutions
• Stakeholder Management
• Project Governance
• CX/EX Platforms

Good to Have Skills

• PMP Certification
• Global/Multi-country Program Delivery
• Change Management
• Vendor Management
• Financial & Resource Planning
• RAIDD Management

Location: Mumbai

Shift: 6 PM- 3 AM

Experience: 10+ Years

Key Responsibilities

• Lead end-to-end delivery of Qualtrics/Medallia implementation projects from pre-sales through project closure, ensuring delivery within agreed scope, timeline, budget, and quality.

• Act as the Single Point of Contact (SPOC) for clients and internal stakeholders, ensuring effective communication and expectation management.

• Provide strategic program support aligned with clients' Customer Experience (CX) and Employee Experience (EX) transformation objectives.

• Collaborate with technical architects, integration teams, and business stakeholders to deliver scalable Qualtrics/Medallia solutions.

• Establish project governance, define roles, responsibilities, decision rights, and RACI matrices to ensure successful project execution.

• Develop, maintain, and track integrated project plans, milestones, dependencies, and project documentation.

• Own project financials, including budget tracking, resource utilization, forecasting, billing milestones, and cost optimization.

• Identify project risks proactively, manage RAIDD (Risks, Actions, Issues, Decisions & Dependencies), and drive timely escalations.

• Lead project kick-offs, discovery workshops, weekly governance meetings, status reviews, and solution walkthroughs.

• Oversee the implementation, validation, and quality assurance of Qualtrics/Medallia surveys, dashboards, workflows, and integrations.

• Manage scope changes through structured change control, impact assessments, and stakeholder approvals.

• Plan and manage internal and external resources, including cross-functional teams and third-party vendors.

• Ensure quality through defined acceptance criteria, UAT coordination, defect management, and continuous process improvement.

• Drive project closure, client sign-off, documentation handover, CSAT collection, lessons learned, and transition to support/managed services.

• Key Skills / Requirements

• 10+ years of experience in technology implementation with proven experience as a Technical Lead/Program Lead.

• 4+ years of hands-on experience with Qualtrics and/or Medallia implementations (experience in either platform is acceptable).

• Strong expertise in enterprise integrations, APIs, middleware, and cloud-based implementations.

• Experience managing multi-country/global implementation programs.

• Strong Project & Program Management experience with PMP Certification preferred.

• Proven experience managing client-facing implementations across global teams.

• Excellent stakeholder management, communication, and leadership skills.

• Experience working in Night Shift supporting global clients.

• Willingness to work from Mumbai location.

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