Technical Lead

Responsibilities

•Establish and own the XM reference architecture spanning Medallia and Qualtrics: data model, identity resolution, consent, security, and integration patterns.

•Lead complex solution design and technical reviews for high-risk/strategic initiatives; serve as final escalation point for platform issues and performance tuning.

•Define survey and analytics standards: sampling strategies, suppression/fatigue rules, text analytics taxonomy, driver modeling, dashboard conventions, and KPI definitions.

•Oversee integration strategy: CRM, care platforms, marketing tech, data platforms; ensure robust APIs, webhook orchestration, event tracking, and data quality SLAs.

•Lead R&D and vendor roadmapping with Medallia and Qualtrics; evaluate new features (e.g., AI/ML, iQ Predict, Text/iQ, Athena) and pilot adoption.

•Define operational excellence metrics: platform reliability, survey latency, data freshness, ticketing SLAs, and governance compliance.

Required qualifications

•5+ years in enterprise CX/EX technology, with 2+ years deep, hands-on expertise in Medallia and Qualtrics across multiple large-scale deployments.

•Demonstrated leadership of a platform CoE or expert team; proven ability to set standards and drive adoption across product, engineering, and insights functions.

•Advanced knowledge of:

•Medallia: Admin Studio, Digital (web/app), Conversations, Text Analytics (Athena), ticketing/closed-loop.

•Qualtrics: CoreXM, XM Directory, CX/EX, iQ (Text/Driver/Stats), Workflows, Directories, SSO.

•Strong architectural skills: API design, webhook/event architectures, ETL/ELT pipelines, real-time/batch orchestration, schema design, monitoring/observability.

•Survey science and analytics depth: sampling, quotas, experimental design, key driver analysis, text classification/taxonomy, escalation policies, journey measurement.

•Excellent people leadership, coaching, and curriculum development skills; history of upskilling admins/analysts/engineers

Preferred qualifications

•Medallia Architect and Qualtrics Expert certifications

•Integration experience with Salesforce, ServiceNow, SAP, Workday EX, Marketing Cloud/Marketo, Braze; data stacks such as Snowflake/BigQuery/Databricks; middleware (MuleSoft, Boomi)

•Familiarity with log/metrics tooling (Splunk, Datadog), CI/CD for configuration as code, and automation of platform deployments

•Experience implementing journey analytics, digital intercept optimization, A/B testing, and experimentation frameworks

Education

•Bachelor’s or Master’s in Computer Science, Data/Analytics, Engineering, Human-Computer Interaction, or related field