Job Description

About the Company

Consilio is the global leader in legal consulting and services within the eDiscovery industry. Our worldwide professionals bring their expertise and a commitment to serve to every engagement, partnering with our clients to develop creative solutions for their most pressing challenges.

What You’ll Do

The Architect, Qualtrics XM Platform will serve as the hands-on technical owner and strategic operator of the enterprise Qualtrics Experience Management platform and ecosystem.

This role is both a builder and a driver. The individual will personally configure and administer the Qualtrics platform (surveys, dashboards, workflows, integrations) while also partnering with business leaders to scope, design, and operationalize Voice of the Client for Aurora (VoC), Product Experience, and Client Experience Analytics programs end to end.

This is not a “manage-by-delegation” role. The expectation is deep platform mastery, comfort working directly in Qualtrics daily, and the ability to translate business needs into scalable, governed experience programs under the direction of CX leadership.

Responsibilities

Platform Ownership & Technical Administration

• Serve as the primary technical owner and site administrator for the Qualtrics XM platform.
• Administer users, roles, permissions, libraries, workflows, dashboards, and governance standards.
• Ensure platform stability, data integrity, scalability, and performance across all programs.
• Own release management, UAT coordination, and controlled configuration changes.

Hands-On Build & Configuration

• Personally design, build, and maintain:
  • Complex surveys (transactional, relational, lifecycle)
  • Dashboards and reporting layers
  • Workflows, alerts, and downstream data feeds
• Troubleshoot platform issues related to configuration, logic, performance, or data quality.
• Enforce consistency, reusability, and standards across all listening posts.

Program Scoping & Experience Strategy

• Partner with Commercial business leaders, CX leadership, Product, and Delivery teams to:
• Translate business questions into experience programs and measurement strategies that improve client experience.
• Scope and project manage new surveys, listening programs, and dashboards from concept to launch.
• Define success metrics, governance models, and operational workflows.
• Balance strategic intent with practical execution — ensuring programs are usable, scalable, and actionable.

Integrations & Ecosystem Enablement

• Own day-to-day coordination of integrations between Qualtrics and enterprise systems (e.g., Salesforce, ServiceNow, DOMO, PowerBI etc).
• Partner with IT on:
  • SSO and access management.
  • Data flows, security, and compliance requirements.
  • Integration of health monitoring and issue resolution.
• Act as the connective tissue between business teams, IT, and implementation partners.

Enablement, Adoption & Operating Model

• Define and maintain the post-implementation operating model for Qualtrics, particularly ensuring the implementation work that our XM consultants complete remains operational, fixing issues and troubleshooting when consulting engagements end.
• Provide hands-on support and light enablement for platform users.
• Develop and maintain practical documentation, standards, and build patterns.
• Drive adoption by ensuring the platform delivers trusted, decision-ready insights, not just dashboards.

Qualifications

Required

• 9-12+ years of experience supporting or owning enterprise SaaS platforms (analytics, CX, survey, or data platforms)
• Deep, hands-on experience administering Qualtrics XM (or a highly comparable experience platform) required
• Demonstrated ability to both:
• Build and configure complex platform assets personally
• Lead platform governance and cross-functional execution
• Strong understanding of platform governance, access controls, and data integrity best practices
• Experience partnering with IT, security, and distributed global commercial teams

Strongly Preferred

• Experience supporting enterprise VoC, CX, Product Experience, or Experience Analytics programs
• Familiarity with Salesforce, ServiceNow, DOMO or similar enterprise ecosystems
• Prior experience working with and supporting implementation or consulting partners
• Comfort operating in an environment where requirements evolve and standards must be actively shaped

AI / Agentic Capabilities (Preferred, Not Required)

• Interest or experience leveraging AI-assisted or agentic components within experience platforms or analytics workflows generally
• Familiarity with:
• Automated insight generation
• AI-assisted survey design or analysis
• Workflow automation or decision-support tooling
• Ability to evaluate where agentic capabilities can augment platform operations and insight delivery, even if imperfect

(This role is expected to help evolve the platform forward — not just keep it running.)

Shifts Requirements:

• 2 PM to 11 PM IST

Work Mode:

• Hybrid Working Mode - 3 days' work from office every week.

Location:

• Bangalore/ Gurgaon/ Hyderabad/ Pune

Consilio’s True North Values

• Client Experience | Listen for the “why”. Clearly define success. Be accountable. Go the extra distance to create moments that matter.
• Collaboration | Treat everyone with respect. Welcome diverse views. Partner across geography, generations, and teams. Rally around final decisions.
• Innovation | Always be curious (ABC). Challenge the status quo. Experiment and fail forward. Build for the future.
• Grit | Focus on what matters. Work with passion and persistence. Think like an owner. Deliver results you’re proud of.

Consilio, LLC is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.