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About the Role
Decagon is seeking a Solutions Architect – Voice to define how enterprises deploy Decagon's AI agents into live voice and contact center environments. This role involves pre-sales engineering, telephony architecture, and enterprise contact center strategy, acting as a trusted advisor to guide customers through complex voice deployment conversations and ensure seamless integration with existing platforms.
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.
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.
Skills
- Voice
- Telephony
- Contact Center Platforms
- SIP
- CPaaS
- Twilio
- Telnyx
- BYOC configuration
- Programmable voice
- AI/ML
- Conversational voice solutions
- Packet-level SIP diagnostics
- Wireshark
- Scapy
- Real-time speech stacks (STT/TTS)
- Call recording
- SIPREC
- Genesys Cloud CX & Engage
- Amazon Connect
- Cisco UCCE/CVP
- Google CCAI
Location
- In-office
Work Type
- Full-time
Experience Level
- 8-10+ years
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
- Take what you need vacation policy
About the Company
- 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.