Program Architect - Qualtrics/Medallia

Merkle Italia; Thane; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Merkle India is seeking an experienced Program Architect specialized in Qualtrics and Medallia to lead end-to-end CX/EX implementation programs from presales through deployment. You will act as a trusted advisor, align business problems with the right Qualtrics solutions, and govern projects across global teams from Mumbai.

The role requires strong PM background, stakeholder management, and hands-on experience with enterprise integrations.

Qualifications

• 10+ years of experience in technology implementation with proven experience as a Technical Lead/Program Lead.
• 4+ years hands-on experience with Qualtrics and/or Medallia implementations.
• Strong expertise in enterprise integrations, APIs, middleware, and cloud-based implementations.
• Experience managing multi-country/global implementation programs.
• PMP Certification preferred.

Responsibilities

• Lead end-to-end delivery of Qualtrics/Medallia implementations from pre-sales to project closure.
• Serve as SPOC for clients and internal stakeholders.
• Provide strategic program support aligned with CX and EX transformation objectives.
• Collaborate with technical architects, integration teams and business stakeholders.
• Establish project governance, define roles, responsibilities, decision rights, and RACI matrices.
• 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, and drive timely escalations.
• Lead project kick-offs, discovery workshops, governance meetings, status reviews, and solution walkthroughs.
• Oversee the implementation, validation and QA of surveys, dashboards, workflows, and integrations.
• Manage scope changes through change control, impact assessments, and stakeholder approvals.
• Plan and manage internal and external resources, including cross-functional teams and vendors.
• Ensure quality through acceptance criteria, UAT coordination, defect management, and continuous improvement.
• Drive project closure, client sign-off, documentation handover, CSAT collection, lessons learned, and transition to support/managed services.

Skills

Qualtrics/Medallia implementation

Project management

Stakeholder management

Governance

APIs / integrations

PMP Certification

Global/multi-country programs

Night shift

Education

PMP Certification

Tools

Qualtrics

Medallia

Job description

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.

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).
• 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

About dentsu

For over 120 years, innovation has been a core tenet of our offering - exploring new ways to reach, engage and nurture relationships with audiences. Together we drive a multiplier effect for clients at a global scale, through the development of Integrated Growth Solutions that are underpinned by our promise to clients: innovating to impact. Be a force for good. Sustainability is a vital part of our business and an important area of focus for our clients. We're leading the way - helping to build a more sustainable planet. Dream loud. In this moment of transformation, we need our people to be fearless, embracing change and ambiguity, driven by the love for their work and excitement for the future. Team without limits. We create opportunities for connection and collaboration between our colleagues and clients, building a sense of belonging and having some fun along the way. Find out more about us Who we are Our Social Impact Our work