Medallia Experience Cloud (MEC) Implementation Engineer | GeakMinds

Role Overview:

The MEC Implementation Engineer is responsible for end-to-end configuration, deployment, and optimisation of Medallia Experience Cloud. This role is hands-on and technical, covering integrations, digital experience tagging, text analytics, survey configuration, workflow setup, and data ingestion pipelines.

Role & responsibilities

1. Platform Configuration

- Build and configure surveys, logic, branding, and multi-language support.

- Configure entities, attributes, hierarchies, and user access models.

- Develop dashboards and reporting structures for all personas.

2. Integrations & Data Ingestion

- Design and maintain SFTP and API-based data pipelines.

- Map transactional, customer, and operational data into MEC data structures.

- Validate and troubleshoot data ingestion, key matching, and S2T mapping.

- Work with upstream data teams to align data architecture and schedules.

3. Digital Experience (DXA & Digital Surveys)

- Support deployment of Medallia Digital and DXA scripts on web/app properties.

- Configure session capture, heatmaps, replays, and sampling rules.

- Implement embedded feedback widgets and event-triggered surveys.

4. Text Analytics & Sentiment (Medallia Text Analytics/Athena)

- Configure and maintain theme models and sentiment categories.

- Tune classifiers, taxonomies, and verbatim processing rules.

- Support deep-dive insights through text-based pattern analysis.

5. Alerts, Workflows & Case Management

- Configure case routing, escalation tiers, SLAs, and engagement workflows.

- Implement follow-up triggers based on survey and operational data.

- Build logic for multi-channel notifications and assignment rules.

6. Testing, QA & Deployment

- Execute QA across surveys, data, workflows, dashboards, and integrations.

- Diagnose configuration issues and data logic conflicts.

- Support UAT, fix defects, and prepare documentation for go-live.

7. Post-Go-Live Enhancements

- Monitor ingestion health and platform performance.

- Implement continuous improvements and new features.

- Support teams with configuration changes, analytics enhancements, and new touchpoint launches.

Preferred candidate profile

- Strong MEC configuration experience (surveys, dashboards, routing, entities)

- Proficiency with SFTP-based ingestion and REST APIs

- Understanding of JSON, XML, and payload structures

- SQL for validation and debugging

- Experience with HTML/CSS for survey and Studio customisation

- Familiarity with JavaScript for digital deployment coordination

- Understanding of DXA tagging concepts and digital instrumentation

- Text analytics experience (theme models, sentiment tuning)

Experience Requirements

- Prior hands-on experience implementing Medallia Experience Cloud preferred.

- Experience configuring VOC, digital analytics, or experience management platforms.

- Strong background in data-driven system configuration or integrations.

- Experience working with digital teams, data engineers, or CX teams is advantageous.

Soft Skills

- Structured problem-solving and analytical thinking.

- Ability to translate technical issues into clear communication for stakeholders.

- Strong documentation habits for configuration, logic, and integration work.