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Decagon is a conversational AI platform enabling enterprises to deploy AI agents across voice, chat, email, SMS, and other channels for customer support and operations. The company is backed by a16z, Accel, Bain Capital Ventures, Coatue, and Index Ventures, and counts Avis Budget Group, Block's Cash App, Square, Chime, Oura Health, and Hunter Douglas among its customers.
As Solutions Architect – Voice, you will define how enterprises deploy Decagon's AI agents into live voice and contact center environments. This role bridges 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 voice deployment conversations—from SIP trunking and call routing to media handling and real-time transcription—ensuring seamless integration into existing contact center platforms while meeting latency, reliability, and compliance requirements.
As an early hire in this function, you will define best practices for voice deployment solutioning, partner cross-functionally with Sales, Product, and Engineering, and establish the standard for how Decagon engages with enterprises running mission-critical contact center operations. You will build technical credibility with stakeholders across the C-suite, telephony and network teams, contact center operations, and CX leadership.
Key responsibilities include:
- Partner with Account Executives to discover, qualify, and design voice deployment solutions addressing customer telephony constraints and delivering measurable containment and CX outcomes.
- Navigate ambiguous conversations about customer contact center landscapes, translating diverse environments (Genesys Cloud CX & Engage, Amazon Connect, Cisco UCCE/CVP, Google CCAI) into clear integration and deployment strategies.
- 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 focus on voice, telephony, or contact center platforms.
- Deep fluency in enterprise contact center platforms—Genesys, Amazon Connect, Cisco, or Google CCAI—and SIP/telephony fundamentals (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 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.
PREFERRED:
- 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.
About Decagon
AI / Data / Infrastructure; SaaS / Enterprise Software — AI agents for customer support and enterprise operations.
