Sangoma logo
Sangoma

Sangoma Technologies is a trusted world leader in value-based Unified Communications & UCaaS solutions.

Engineering Manager - CX/CCaaS Platform

Engineering ManagerEngineering ManagerFull TimeRemoteLeadTeam 201-500Since 1984H1B SponsorCompany SiteLinkedIn

Location

Texas

Posted

67 days ago

Salary

0

Seniority

Lead

English

Job Description

Engineering Manager - CX/CCaaS Platform

Sangoma

Engineering Manager – CX/CCaaS Platform Empowering Businesses with Essential Communications 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

Job 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:
  • Extensive Benefit Options (Health, Vision, Dental, Long & Short-term Disability) are effective after a short waiting period
  • Matching 401K program - 100% match on 4%.
  • Employee Stock Purchase Plan after one year of service.
  • Flexible Time Off & Company Holidays
  • 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?
  • Must be authorized to work in the United States on a full-time basis for any employer. No agencies or third-party resumes, please.
  • Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.

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