Solutions Architect, Voice - London

About Decagon

Decagon is the leading conversational AI platform empowering every brand to deliver concierge customer experiences.

Our technology enables industry-defining enterprises like Avis Budget Group, Block’s Cash App and Square, Chime, Oura Health, and Hunter Douglas to deploy AI agents that power personalized, deeply satisfying interactions across voice, chat, email, SMS, and every other channel.

We’re building a future where customer experiences are being redefined from support tickets and hold music to faster resolutions, richer conversations, and deeper relationships. We’re proud to be backed by world-class investors who share that vision, including a16z, Accel, Bain Capital Ventures, Coatue, and Index Ventures, along with many others.

We’re an in-office company, driven by a shared commitment to excellence and velocity. Our values — Just Get It Done, Invent What Customers Want, Winner’s Mindset, and The Polymath Principle — shape how we work and grow as a team.

ABOUT THE ROLE

Decagon is seeking a Solutions Architect – Voice, a technical hire who will define how enterprises deploy Decagon's AI agents into live voice and contact center environments. This role sits at the intersection of pre-sales engineering, telephony architecture, and enterprise contact center strategy. You will act as a trusted advisor to enterprise prospects and customers, guiding them through complex, ambiguous voice deployment conversations—from SIP trunking and call routing to media handling and real-time transcription—ensuring Decagon integrates seamlessly into their existing contact center platforms while meeting latency, reliability, and compliance requirements.

As an early hire in this function, you will define best practices for voice deployment solutioning, partner cross-functionally with Sales, Product, and Engineering, and set the standard for how Decagon engages with enterprises running mission-critical contact center operations. You will establish technical credibility with stakeholders across the C-suite, telephony and network teams, contact center operations, and CX leadership.

IN THIS ROLE, YOU WILL

- Partner with Account Executives to discover, qualify, and design voice deployment solutions that address customer telephony constraints and deliver measurable containment and CX outcomes.

- Navigate ambiguous conversations about a customer's contact center landscape, translating diverse environments (Genesys Cloud CX & Engage, Amazon Connect, Cisco UCCE/CVP, Google CCAI) into clear integration and deployment strategies for Decagon's voice platform.

- Design SIP integration approaches—BYOC trunking, REFER-based transfer, header propagation, and media/streaming paths (Websockets, Audio Connector, External Voice Transfer)—tailored to each customer's topology and security posture.

- Diagnose complex, multi-leg call flows down to the packet level, and establish repeatable methods for tracing and resolving SIP and media issues in production.

- Establish scalable pre-sales processes, deployment playbooks, and reusable reference architectures to support growth.

YOUR BACKGROUND LOOKS SOMETHING LIKE THIS

- 8–10+ years in customer-facing technical roles (Solutions Architect, Solutions Engineer, Technical Account Manager, Product Manager) with a focus on voice, telephony, or contact center platforms.

- Deep fluency in enterprise contact center platforms—Genesys, Amazon Connect, Cisco, or Google CCAI—and the SIP/telephony fundamentals underneath them (trunking, transfer semantics, codecs, SRTP, DTMF).

- Hands-on experience with CPaaS infrastructure such as Twilio or Telnyx, including BYOC configuration and programmable voice.

- Demonstrated success navigating ambiguous technical conversations with enterprise customers, asking the right discovery questions, and collaborating through uncertainty.

- Strong ability to engage diverse stakeholders—from network engineers to CX and contact center leaders—and translate voice re …