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. Our cloud communications portfolio powers millions of conversations every day through Unified Communications (UCaaS), Contact Center as a Service (CCaaS), SIP Trunking, and Customer Experience (CX) solutions used by organizations worldwide.

We are seeking an experienced Engineering Manager – CX/CCaaS Platform to lead an established global engineering team responsible for the development, scalability, reliability, and innovation of Sangoma's Contact Center and Customer Experience platforms.

This role is ideal for a hands-on engineering leader who combines strong people management skills with the technical depth needed to guide architecture discussions, mentor senior engineers, and drive the successful delivery of cloud-based communications solutions. The successful candidate will have experience leading distributed engineering teams and working within CCaaS, CX, UCaaS, telecommunications, real-time communications, or related SaaS environments.

Location: United States, Canada, or Medellín, Colombia

Your Role

• Lead, mentor, and develop a globally distributed team of software engineers across multiple countries and time zones.
• Foster a culture of accountability, collaboration, innovation, and continuous improvement.
• Partner closely with Product Management to define priorities, align on roadmaps, and deliver customer-focused solutions.
• Lead the development and operation of Sangoma's CX and CCaaS platforms, ensuring scalability, reliability, and performance.
• Guide architecture discussions, technical design reviews, and engineering best practices.
• Participate in code reviews and provide technical leadership to engineers and technical leads.
• Drive the successful delivery of new features, enhancements, integrations, and platform improvements.
• Champion modern software development practices, including CI/CD, automation, testing, observability, and Infrastructure as Code.
• Ensure platform reliability through effective monitoring, incident management, root cause analysis, and operational excellence.
• Collaborate with Product, Customer Success, Professional Services, Support, Security, and Infrastructure teams to deliver exceptional customer experiences.
• Recruit, develop, and retain top engineering talent while supporting career growth and team engagement.

Requirements

Your Background

• 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.
• Bachelor's degree in Computer Science, Engineering, Information Technology, or equivalent practical experience.
• 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.

Benefits

What We Offer

• Extensive Benefit Options (Health, Vision, Dental, Long & Short term Disability) 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.