Solutions Architect – Voice

About the role

Decagon is seeking a Solutions Architect – Voice to define how enterprises deploy its AI agents into live voice and contact‑center environments. The role sits at the intersection of pre‑sales engineering, telephony architecture and enterprise contact‑center strategy, acting as a trusted advisor to prospects and customers.

Key responsibilities

• Partner with Account Executives to discover, qualify and design voice deployment solutions that address customer telephony constraints and deliver measurable 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 strategies.
• Design SIP integration approaches—including BYOC trunking, REFER‑based transfer, header propagation and media/streaming paths—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.

Required profile

• 8–10+ years in customer‑facing technical roles (Solutions Architect, Technical Account Manager, etc.) with a focus on voice, telephony or contact‑center platforms.
• Deep fluency in enterprise contact‑center platforms such as Genesys, Amazon Connect, Cisco or Google CCAI and the underlying SIP/telephony fundamentals.
• Hands‑on experience with CPaaS infrastructure (Twilio, Telnyx) including BYOC configuration and programmable voice.
• Proven ability to navigate ambiguous technical conversations, ask the right discovery questions and collaborate through uncertainty.
• Strong capability to engage diverse stakeholders—from network engineers to CX leaders—and translate voice requirements into actionable deployment strategies.

Required skills

• Genesys Cloud CX & Engage
• Amazon Connect
• Cisco UCCE / CVP
• Google CCAI
• SIP fundamentals (trunking, codecs, SRTP, DTMF)
• Twilio and Telnyx CPaaS platforms
• Packet‑level SIP diagnostics (Wireshark, Scapy)
• Real‑time speech stacks (STT/TTS) and SIPREC compliance

What we offer

• 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 wellness stipend
• Daily lunches and snacks in the office
• Take‑what‑you‑need vacation policy (25 days statutory leave in the UK)