Role Summary :

The candidate will be responsible for designing, configuring, integrating, and supporting enterprise customer-feedback and experience-management solutions using platforms such as Qualtrics, Medallia, Forsta, InMoment, LitmusWorld, or similar tools. The role combines hands-on platform configuration with integration, analytics, workflow automation, and client-facing solution design.

Key Responsibilities :

- Configure and manage customer/employee feedback programs on platforms such as Qualtrics, Medallia, Forsta, InMoment, etc.

- Build surveys including question logic, branching, display logic, embedded data, quotas, and validation rules.

- Configure survey distribution through email, SMS, web links, QR codes, CRM triggers, and other channels.

- Build dashboards, reports, scorecards, alerts, and role-specific views for business users.

- Configure closed-loop feedback workflows, including case creation, escalation, alerts, ownership, and resolution tracking.

- Manage users, hierarchies, permissions, and role-based access controls.

- Integrate feedback platforms with CRM and enterprise systems using APIs, SFTP, batch files, web services, and scheduled data feeds.

- Configure automated survey triggers based on customer transactions/events.

- Perform data mapping, transformations, imports/exports, and troubleshooting of integration or platform issues.

- Conduct testing, UAT support, production deployment, and post-production troubleshooting.

- Document configurations, workflows, integration specifications, and solution designs.

For Lead / Senior Consultant profiles, additionally :

- Conduct discovery sessions and workshops with clients/business stakeholders.

- Translate business requirements into platform and integration architecture.

- Prepare functional/technical solution designs.

- Estimate implementation effort and identify dependencies/risks.

- Lead troubleshooting of complex configuration and integration issues.

- Review team members' work and provide technical/functional guidance.

- Act as the primary platform SME for customers and internal teams.

Required Skills :

- Hands-on experience with at least one major CX/VoC platform: Qualtrics, Medallia, Forsta, InMoment, LitmusWorld, or equivalent.

- Strong understanding of survey design and feedback-management processes.

- Experience with dashboards, alerts, workflows, case management, and closed-loop feedback.

- Experience integrating CX platforms with CRM/data systems.

- Working knowledge of REST APIs, JSON/XML, SFTP, CSV/batch processing, and automated data exchanges.

- Experience with Salesforce, Dynamics, ServiceNow, or similar CRM platforms would be advantageous.

- Strong troubleshooting and stakeholder-management skills.