Hybrid Technical Lead

at Ipsos North America

• Job title: Technical Lead
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: BigQuery, Cloud, ETL, ServiceNow
• Location requirements: Hybrid, Santiago, Chile

About the role

• Technical Lead overseeing the XM reference architecture spanning Medallia and Qualtrics. Leading complex solution design and integrations to maximize platform performance and data quality.

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.

Requirements

• 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.
• Advanced knowledge of 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.
• Medallia Architect and Qualtrics Expert certifications (preferred).
• Integration experience with Salesforce, ServiceNow, SAP, Workday EX, Marketing Cloud/Marketo, Braze; data stacks such as Snowflake/BigQuery/Databricks; middleware (MuleSoft, Boomi) (preferred).

Benefits

• Ipsos offers a diverse range of data-driven solutions to clients.
• Opportunities for professional development and continuous learning.
• Flexible working arrangements and a hybrid work environment.