CX/VoC Platform Consultant - Qualtrics Survey

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.