dentsu

Program Architect - Qualtrics/Medallia

India · Work style not stated · Full time

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About the role

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Employerdentsu
LocationIndia
Work styleWork style not stated
Employment typeFull time
Employer posted5 Oct 2026

Job Summary

We are looking for an experienced Program Architect – Qualtrics/Medallia to lead end-to-end delivery of enterprise Qualtrics CX/EX implementations. This role is more strategic than a traditional Project Manager and requires strong expertise in Qualtrics implementation, solution consulting, stakeholder management, and program governance.

The ideal candidate will act as a trusted advisor to clients, understand business problem statements, recommend the right Qualtrics solutions, and ensure successful project execution from presales through deployment. The candidate should have a strong project management background along with deep knowledge of the Qualtrics platform.

Job Description:

Must Have Skills

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

Show full description

Good to Have Skills

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

Location: Mumbai

Shift: Night Shift

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.

Location:

DGS India - Mumbai - Thane Ashar IT Park

Brand:

Merkle

Time Type:

Full time

Contract Type:

Permanent

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