Solutions Architect - CX at Hugo Technologies

What You`ll Be Doing

• The Solutions Architect will design and prototype technical solutions that improve CX delivery, reduce cost, and enable new revenue streams at Hugo.
• This role is responsible for translating business and operational needs into scalable, reliable, and commercially viable technical systems.
• This person will act as a bridge between operations, product, engineering, and clients.

Key Responsibilities

• Design high-level system architectures for CX and AI-enabled solutions.
• Build rapid prototypes and proofs of concept to validate feasibility and business value.
• Lead technical solution design for new products and client pilots.
• Define system integrations across CRM, help desk, chat, workforce, and analytics platforms.
• Work with internal and external engineering teams to guide implementation.
• Make build vs buy vs partner recommendations based on cost, speed, and scalability.
• Produce clear technical documentation, diagrams, and solution specs.
• Support pre-sales and client conversations with technical input where needed.
• Ensure solutions are secure, scalable, and cost-aware.

Qualifications & Experience

• 5 - 10 years of experience in engineering, solutions architecture, or technical product roles.
• Hands-on experience with at least one backend and one frontend language.
• Strong understanding of APIs, system integrations, and data architecture.
• Practical experience with SQL/NoSQL databases and performance considerations.
• Ability to explain technical concepts clearly to non-technical stakeholders.
• Strong ownership mindset and bias toward execution.

Nice to Have:

• Experience with LLMs, AI agents, or automation tools.
• Experience in BPO, CX platforms, or enterprise systems.
• Experience building customer-facing analytics or dashboards.