Postúlate en Kit Empleo: kitempleo.cl/empleo/1dceei

**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

Postúlate en Kit Empleo: kitempleo.cl/empleo/1dceei

📌 Technical Lead (Santiago)
🏢 Ipsos
📍 Santiago