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 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 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.