Business Operations

DGS India - Mumbai - Thane Ashar IT Park

About the job

Program Architect (Qualtrics/Medallia)

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).
- Robust 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.

📌 Program Architect - Qualtrics/Medallia (India)
🏢 Merkle
📍 India