Program Architect - Qualtrics/Medallia

About the role

Dentsuaegis is looking for an experienced Program Architect for Qualtrics/Medallia to lead end-to-end delivery of enterprise Qualtrics CX/EX implementations. The role is more strategic than a traditional Project Manager and acts as a trusted advisor to clients, recommending the right Qualtrics solutions and ensuring successful delivery from presales through deployment. It is based in Mumbai (Thane Ashar IT Park) on a night shift (6 PM - 3 AM).

Key responsibilities

• Lead Qualtrics/Medallia implementation projects from pre-sales through closure, within scope, timeline, budget and quality.
• Act as Single Point of Contact for clients and internal stakeholders.
• Provide strategic program support for CX and EX transformation.
• Collaborate with technical architects, integration teams and business stakeholders on scalable solutions.
• Establish project governance, roles, decision rights and RACI matrices.
• Maintain project plans, milestones, dependencies and documentation.
• Own project financials: budget tracking, resource utilization, forecasting, billing milestones and cost optimization.
• Manage RAIDD (risks, actions, issues, decisions and dependencies) and escalate timely.
• Lead kick-offs, discovery workshops, governance meetings, status reviews and solution walkthroughs.
• Oversee survey, dashboard, workflow and integration implementation, validation and QA.
• Control scope changes through change control and impact assessment.
• Plan internal and external resources, including third-party vendors.
• Ensure quality through acceptance criteria, UAT, defect management and continuous improvement.
• Drive project closure, client sign-off, documentation handover, CSAT collection, lessons learned and transition to support/managed services.

Required profile

• 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 managing multi-country/global implementation programs and client-facing implementations across global teams.
• Experience working in a night shift supporting global clients.
• Willingness to work from the Mumbai location.

Required skills

• Qualtrics and/or Medallia
• Program management
• Enterprise integrations, APIs and middleware
• Cloud solutions
• Project governance and stakeholder management
• PMP certification preferred