Solutions Architect

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.