Solutions Architect, Voice - London
London • FullTime
Posted 1d ago
Remote Work Policy
On-site
Employment Type
FullTime
Categories
Applied AI Engineer
About the job
Decagon is seeking a Solutions Architect – Voice to define how enterprises deploy Decagon's AI agents into live voice and contact center environments. This role blends pre-sales engineering, telephony architecture, and enterprise contact center strategy. You will serve as a trusted advisor to enterprise prospects and customers, guiding them through complex voice deployment discussions, ensuring seamless integration with existing contact center platforms while meeting critical requirements for latency, reliability, and compliance. As an early member of this team, you will establish best practices for voice deployment solutioning, collaborate with Sales, Product, and Engineering, and set the standard for how Decagon engages with enterprises operating mission-critical contact center functions. You will build technical credibility with a wide range of stakeholders, including C-suite executives, telephony and network teams, contact center operations, and CX leadership.
Responsibilities
- Partner with Account Executives to discover, qualify, and design voice deployment solutions that meet customer telephony constraints and achieve measurable containment and CX outcomes.
- Navigate complex contact center landscapes, translating diverse environments (Genesys, Amazon Connect, Cisco, Google CCAI) into clear integration and deployment strategies for Decagon's voice platform.
- Design SIP integration approaches (BYOC trunking, REFER-based transfer, header propagation, media/streaming paths) tailored to customer topology and security.
- Diagnose complex call flows and establish methods for tracing and resolving SIP and media issues in production.
- Develop scalable pre-sales processes, deployment playbooks, and reusable reference architectures.
Requirements
- 8-10+ years in customer-facing technical roles (Solutions Architect, Solutions Engineer, TAM, Product Manager) with a focus on voice, telephony, or contact center platforms.
- Deep understanding of enterprise contact center platforms (Genesys, Amazon Connect, Cisco, Google CCAI) and underlying SIP/telephony fundamentals (trunking, transfer semantics, codecs, SRTP, DTMF).
- Hands-on experience with CPaaS infrastructure (Twilio, Telnyx), including BYOC configuration and programmable voice.
- Proven ability to navigate ambiguous technical conversations with enterprise customers, ask effective discovery questions, and collaborate through uncertainty.
- Strong ability to engage diverse stakeholders and translate voice requirements into actionable deployment strategies.
- Experience selling or architecting AI/ML or conversational voice solutions in enterprise environments.
- Experience in a high-growth startup building pre-sales practices.
- Hands-on packet-level SIP diagnostics experience (pcap analysis, Wireshark/Scapy).
- Familiarity with real-time speech stacks (STT/TTS), call recording, and compliance patterns (SIPREC).
Benefits
- Medical, Dental, and Vision benefits for you and your family
- Life Insurance and Disability Benefits
- Retirement Plan
- Parental Leave
- Fertility and family building benefits
- Monthly stipend for wellness, lifestyle, and work-life balance
- Daily lunches and snacks in the office
- Take what you need vacation policy (UK employees receive 25 days of statutory leave)