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Solutions Architect, Voice - London

Decagon· Sales
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London£144.3k - £216.4kFull-timePosted 4w ago

About the role

Solutions Architect – Voice, a technical hire who will define how enterprises deploy Decagon's AI agents into live voice and contact center environments, bridging pre-sales engineering, telephony architecture, and enterprise contact center strategy.

Responsibilities

  • 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.

Qualifications

  • 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.

Skills

Required:Enterprise voice & SIP fundamentalsCPaaS infrastructureSolutions engineering / pre-salesStakeholder management
Nice to have:Packet-level SIP diagnostics

Benefits

  • 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
  • Monthly stipend to support your wellness, lifestyle, and work-life balance
  • Daily lunches and snacks in the office to keep you at your best
  • Take what you need vacation policy (subject to local requirements; UK employees receive 25 days of statutory leave)
Last updated Sep 24, 2026. Interested? Apply on the company site.

About Decagon

Conversational AI for Customer Experience

Reimagine your customer experience with AI agents, built for the enterprise.

AI agentsCXConversational AICustomer Experienceai-agents-and-applicationsorchestrationvoice-ai-stackwing-list-2026
Company profileWebsite

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