Voice Solutions Architect for Enterprise Telephony & AI

Fdetimes; Greater London; Hybrid; GBP 90,000 - 140,000; Full time

Benefits offered by this job

Medical, Dental, and Vision benefits

Life Insurance and Disability Benefits

Retirement Plan

Parental Leave

Fertility and family building benefits

Wellness stipend

Daily lunches and snacks

25 days statutory leave (UK)

Job summary

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

Qualifications

• 8–10+ years in customer-facing technical roles with a focus on voice, telephony, or contact center platforms.
• Deep fluency in enterprise contact center platforms and SIP fundamentals.
• Hands-on CPaaS experience with BYOC configuration and programmable voice.

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.

Skills

Voice platforms

Telephony

Stakeholder management

Pre-sales

SIP/telephony fundamentals

CPaaS (Twilio/Telnyx)

Enterprise contact centers

Tools

Wireshark

pcap analysis

Twilio

Telnyx

Job description

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