3 hours ago
London, United KingdomSenior / Staff+
Responsibilities
- Partner with Account Executives to discover, qualify, and design voice deployment solutions for enterprise customers.
- Translate customer contact-center environments into integration and deployment strategies for Decagon’s voice platform.
- Design SIP integration approaches, including BYOC trunking, REFER-based transfer, header propagation, and media or streaming paths.
- Diagnose complex multi-leg call flows at the packet level and create repeatable methods for resolving SIP and media issues in production.
- Establish scalable pre-sales processes, deployment playbooks, and reusable reference architectures.
- Collaborate with Sales, Product, and Engineering while advising stakeholders across executive, telephony, network, contact-center, and CX teams.
Requirements
- 8–10+ years of experience in customer-facing technical roles focused on voice, telephony, or contact-center platforms.
- Deep fluency with enterprise contact-center platforms such as Genesys, Amazon Connect, Cisco, or Google CCAI and with SIP and telephony fundamentals.
- Hands-on experience with CPaaS infrastructure such as Twilio or Telnyx, including BYOC configuration and programmable voice.
- Ability to navigate ambiguous enterprise technical discussions, conduct discovery, and translate voice requirements into deployment strategies.
- Preferred: 2+ years selling or architecting enterprise AI/ML or conversational voice solutions.
- Preferred: experience building pre-sales practices at a high-growth startup.
- Preferred: packet-level SIP diagnostics using pcap analysis, Wireshark, or Scapy.
- Preferred: familiarity with real-time speech stacks, call recording and compliance patterns, and multi-leg call correlation.
Benefits
- Medical, dental, and vision benefits for employees and families.
- Life insurance and disability benefits.
- Retirement plan, such as a 401K or pension.
- Parental leave.
- Fertility and family-building benefits through Carrot.
- Monthly wellness and lifestyle stipend.
- Daily office lunches and snacks.
- Take-what-you-need vacation policy; UK employees receive 25 days of statutory leave.
- Full-time role at an in-office company; benefits may vary by location and UK employees are based in London.
Categories
Solutions Engineering
About Decagon
Decagon builds an enterprise conversational AI platform that deploys customer-support agents across voice, chat, email, SMS, and other channels. It sells to large brands via enterprise subscriptions and services, helping automate and personalize support workflows. Founded in 2023 and headquartered in San Francisco, Decagon’s customers include Avis Budget Group, Chime, Oura Health, and 1-800-Flowers.