Solutions Architect, Voice - London

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 requirements into actionable deployment strategies.

Even better if you have

• 2+ years selling or architecting AI/ML or conversational voice solutions in enterprise environments.

• Experience in a high-growth startup where you built pre-sales practices from the ground up.

• Hands-on packet-level SIP diagnostics experience (pcap analysis, Wireshark/Scapy) and comfort reading raw signaling.

• Familiarity with real-time speech stacks (STT/TTS), call recording and compliance patterns (SIPREC), and multi-leg call correlation.

• Medical, Dental, and Vision benefits for you and your family

• Life Insurance and Disability Benefits

• Retirement Plan (e.g., 401K, pension)

• Parental Leave

• Fertility and family building benefits through Carrot