Engineering Manager - CX/CCaaS PlatformLocation: Canada, or Medellín, Colombia
Sangoma is seeking an experienced Engineering Manager to lead an established global engineering team responsible for our Contact Center as a Service (CCaaS) and Customer Experience (CX) platforms.
This role is ideal for a leader who combines strong people management skills with deep technical credibility. You will lead and develop engineers across multiple countries and time zones while partnering closely with Product Management to deliver scalable, reliable, and innovative customer engagement solutions.
The ideal candidate has experience leading engineering teams in CCaaS, CX, UCaaS, telecommunications, real-time communications, or SaaS environments and possesses the technical depth to contribute to architecture discussions, code reviews, technical planning, and engineering strategy.
What You'll Do- Lead, mentor, and develop a globally distributed team of software engineers.
- Foster a culture of accountability, collaboration, innovation, and continuous improvement.
- Partner with Product Management to prioritize, plan, and deliver strategic product initiatives.
- Drive the development, scalability, reliability, and performance of Sangoma's CCaaS and CX platforms.
- Participate in architecture reviews, technical design discussions, and engineering planning.
- Guide engineering teams through technical decisions, code reviews, and best practices.
- Champion Agile development, CI/CD, automation, testing, observability, and operational excellence.
- Support platform reliability through monitoring, incident management, root cause analysis, and continuous improvement.
- Collaborate with Product, Customer Success, Support, Infrastructure, and Security teams to ensure successful delivery and customer outcomes.
- Recruit, retain, and develop top engineering talent.
RequirementsYour Background- Bachelor's degree in Computer Science, Engineering, Information Technology, or equivalent practical experience.
- 8+ years of software engineering, platform engineering, or related technical experience.
- 5+ years of engineering management experience leading software engineering teams.
- Experience managing remote and globally distributed engineering teams.
- Experience working within CCaaS, CX, UCaaS, telecommunications, real-time communications, or customer-facing SaaS environments.
- Strong software engineering background with experience in modern application development and distributed systems.
- Experience with one or more programming languages such as Python, Elixir, Java, Go, or Node.js.
- Experience with cloud-native architectures, APIs, microservices, and scalable SaaS applications.
- Experience with Linux/Unix environments.
- Experience with PostgreSQL, MySQL, or similar relational databases.
- Experience with Git, CI/CD pipelines, automated testing, and modern software development practices.
- Strong communication, leadership, coaching, and stakeholder management skills.
- Preferred Qualifications
- Experience with Contact Center and Customer Experience technologies, including omnichannel engagement, intelligent routing, agent desktop applications, analytics, workforce engagement, and CRM integrations.
- Knowledge of SIP, VoIP, WebRTC, call routing, and telecommunications technologies.
- Experience with Asterisk, FreeSWITCH, or similar communications platforms.
- Experience with Elixir and Phoenix.
- Experience with AWS, Azure, or Google Cloud.
- Experience with Kubernetes, Docker, Infrastructure as Code, and observability platforms.
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?
