Engineering Manager - CX/CCaaS Platform Build it, Scale it Own itAs 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
RequirementsYour 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
BenefitsWhat 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?
