Solutions Architect - CX

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.