Engineering Manager - CX/CCaaS Platform

Engineering Manager – CX/CCaaS Platform

Build it, Scale it Own it

At Sangoma, we build the technology that keeps businesses connected. From UCaaS and CCaaS to real-time communications infrastructure, our platforms power millions of conversations worldwide every day.

Our engineering teams operate with a foundation of trust, autonomy, and accountability. We move with purpose, collaborate cross-functionally, and take ownership of outcomes—not just output.

As an Engineering Manager, you will lead a team of senior software and infrastructure engineers in designing and delivering innovative, scalable solutions. You will play a critical role in a highly collaborative and supportive environment, driving the development, reliability, and continuous improvement of the services and infrastructure that power Sangoma’s CX/CCaaS platform.

This role can be based in US, Canada or Medellin Columbia

Your Role

• Lead CX/CCaaS engineering teams across software and infrastructure, ensuring the reliability, performance, and scalability of Sangoma’s customer experience platforms while driving the successful delivery of new features and services
• Partner closely with Product Management to define team objectives, align on priorities, and translate business requirements into actionable engineering plans
• Build, mentor, and develop high-performing engineering teams through regular 1:1s, performance reviews, and structured career growth plans
• Oversee agile delivery processes, including sprint planning, stand-ups, retrospectives, and status reporting to ensure consistent execution and transparency
• Establish and promote engineering best practices, including reproducibility, observability, automation, and infrastructure as code
• Remain hands-on contributing to the design, development, and delivery of high-quality, scalable, and maintainable code
• Lead and participate in code reviews, fostering a culture of continuous improvement, technical excellence, and knowledge sharing
• Design, implement, automate, and troubleshoot services within a VoIP/real-time communications environment, ensuring high availability and performance
• Drive enhancements to system observability, monitoring, and alerting to proactively identify and resolve issues in production environments
• Own the reliability and scalability of voice infrastructure, including capacity planning, redundancy, and fault tolerance strategies
• Lead cross-functional incident response and root cause analysis for escalated issues, ensuring timely resolution and continuous improvement
• Participate in an on-call rotation and oversee after-hours maintenance activities as needed to support platform stability and uptime

Requirements

Your Background

• Minimum of 5 years of experience in software engineering, infrastructure engineering, site reliability engineering (SRE), or platform engineering within a production environment
• Demonstrated leadership capability with a track record of driving initiatives and delivering results through others
• Proven ability to effectively lead, manage, and develop high-performing remote or distributed engineering teams
• Strong organizational skills with a high level of attention to detail and the ability to manage multiple priorities simultaneously
• Proficiency in one or more programming languages such as Python or Elixir, with a solid understanding of software development best practices
• Hands-on experience working in Linux or UNIX-based environments, including system-level troubleshooting and performance optimization
• Experience designing, querying, and optimizing relational databases such as MySQL or PostgreSQL
• Strong experience with version control systems, particularly Git, including collaborative workflows (e.g., branching, pull requests)
• Excellent written and verbal communication skills in English, with the ability to clearly articulate technical concepts to both technical and non-technical stakeholders

Nice to Have

• Experience with real-time communications technologies (FreeSWITCH, SIP, WebRTC)
• Exposure to Elixir and Phoenix
• Experience scaling engineering teams in high-growth environments
• Background in CCaaS, UCaaS, or customer experience platforms

What Success Looks Like

• Your team consistently delivers high-quality, scalable features that improve customer and agent experience
• Engineers on your team grow in capability, ownership, and impact
• Services owned by your team are reliable, observable, and continuously improving
• You influence both technical direction and team culture across the organization

Benefits

What We Offer: for Canada Only

• Extended Healthcare Plan (Medical, Disability, Dental & Vision)
• RPP - Group RRSP
• Group Life - AD&D - Critical Illness Insurance
• Paid Time Off Benefits
• Work From Home - Flexible hours
• Entrepreneurial work environment partnered with high growth career opportunities.

Are you ready to make a direct impact on the company and be rewarded for your performance? Are you ready to take on a new challenge?

  Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.