Customer Service Professional

Etraveli Group; Mumbai; On-site; INR 1,600,000 - 2,600,000; Full time

Job summary

Etraveli Group is seeking a Specialist - Experience Platform Integrations to govern the core feedback systems (Qualtrics). You will blend system administration with development of integrations, ensuring data integrity while expanding analytics capabilities across CX and EX.

This role sits in the system owner team, bridging operations and IT, driving end-to-end integration strategy, data governance, and platform extensibility while enabling stakeholders with reliable survey architecture and

Qualifications

• 4+ years of Qualtrics administration, governance, and survey design.
• Experience building APIs, webhooks, ETL pipelines to connect platforms.
• SQL and data modeling experience; data lake/table design.
• JavaScript/HTML/CSS for advanced survey customization.

Responsibilities

• Manage surveys, forms, and questionnaires.
• Administer user accounts, roles, permissions, and access.
• Set up workflows, notifications, and HRIS/EX triggers.
• Monitor data quality, imports/exports, and integrations.
• Governance, security, and data privacy.
• Provide guidance on survey design and platform expansion.
• Own integration roadmap across enterprise apps.

Skills

Qualtrics CoreXM

APIs & Webhooks

SQL & Data Modeling

JavaScript / HTML / CSS

XM Platform Flexibility

Tools

Salesforce

Zendesk

Workday

SuccessFactors

AWS

Snowflake

BigQuery

Azure

Medallia

Sprinklr

QuestionPro

Job description

Job Summary

Specialist - Experience Platform Integrations - Etraveli Group.

As the Specialist - Experience Platform Integrations, you will drive the administration, governance, and technical evolution of our core enterprise feedback systems (currently Qualtrics). Being part of the System Owner team you will have to blend robust technical aptitude with foundational project management skills, in order to safeguard the platforms integrity while architecting extensions into broader data ecosystems.

This role bridges the gap between operations (running the existing Qualtrics setup) and IT (extending the functionality by analyzing, developing and deploying new integrations) combining daily system administration and stakeholder enablement with advanced survey architecture and insightful reporting.

Primary Mandate: Serve as a core member of the system owners team, governing the full portfolio of customer satisfaction projects, core metrics, and our evolving suite of analytics tools.

Broader Impact: Embrace secondary opportunities to showcase your technical skills and forward-thinking mindset by contributing to broader technology projects within Customer Service beyond the core survey platform

Key responsibilities

• Survey management: Create, configure, and maintain surveys, forms, and questionnaires.
• User administration: Create/manage user accounts, roles, permissions, and access, across CX and EX platforms.
• Workflows: Set up automated workflows, notifications, and actions based on survey responses. Monitor and maintain workflows connected to HRIS and EX automation triggers connected to Employee lifecycle events.
• Data management: Monitor survey data, Imports, exports, integrations, and data quality.
• Troubleshooting: Resolve issues related to surveys, permissions, workflows, and platform functionality.
• Governance: Ensure proper usage, security, access controls, and data privacy.
• Support: Help HR, CX, EX, or other business teams use Qualtrics effectively.
• Demonstrate tech-stack flexibility: and open-mindedness about the existing tech stack, with a clear readiness to transition away from Qualtrics to alternative platforms if business needs dictate a change.
• Act as a trusted advisor to operations: Providing best-practice guidance and suggestions on survey design rather than acting as a passive order-taker.
• Own the integration roadmap: for the platform, architecting and overseeing seamless data connections between the survey system, current enterprise applications, and future tech stack expansions.
• Drive end-to-end integration strategy: bridging the feedback platform with existing and future enterprise systems to create a unified data ecosystem.
• Be able to expand platform extensibility: by designing and possibly introducing new databases or data lake entities, ensuring enterprise repositories are enriched with CX or EX data for future connections.

Technical System Requirements

• Platform Expertise: 4+ years of hands-on administration, governance, and advanced survey architecture experience in Qualtrics (CoreXM, CX, EX). Certification (e.g., Qualtrics CX/EX Expert) is highly preferred.
• Integrations APIs: Proven experience building and managing APIs, webhooks, ETL pipelines to connect feedback platforms with enterprise ecosystems (CRMs like Salesforce/Zendesk, HRIS like Workday/SuccessFactors, and BI tools).
• Data Engineering Analytics: Proficiency in SQL and database design. Experience designing data lake entities, data models, or staging tables (AWS, Snowflake, BigQuery, or Azure) to merge CX/EX data with core operational databases.
• Scripting Customization: Functional knowledge of JavaScript, HTML/CSS for advanced survey customization, embedded data manipulation, and dynamic display logic.
• Platform Flexibility: Hands-on familiarity or willingness to transition to alternative Experience Management (XM) platforms (e.g., Medallia, Sprinklr, QuestionPro).

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.