decagon - Solutions Architect, Voice - London

London, UK, United Kingdom£144k - £216k3w ago

In Office Principal EMEA Diagnostics Solutions Architect Solutions Engineer Account Management

Requirements

• 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. • 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.

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.

Benefits

• We proudly offer the following benefits for our full-time employees: • 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) • These benefits are described in more detail in Decagon’s policies, may vary by location, and can change at any time according to applicable compensation and benefits plans.